When Rob and Michelle were at the Home Show, they talked with different contractors about their kitchen remodeling project ideas. Rob and Michelle met with many contractors that had similar pricing and skills, but they have heard horror stories about some contractors that do not perform the services as promised or in a timely manner. Rob and Michelle are concerned about .

Reliability.

Explanation:

They are both concerned about reliability of the contractors after getting some harsh stories about some contractors too.

In other words, reliability refers to the consistency of a measure. A test is considered reliable if we get the same result repeatedly. For example, if a test is designed to measure a trait, then each time the test is administered to a subject, the results should be approximately the same. Unfortunately, it is impossible to calculate reliability exactly, but it can be estimated in a number of different ways.

say it in english maybe we can

answer; engaging in effective public relations;