Eight Questions to Ask Any Provider
Send these to everyone you are considering, in the same words, and compare the answers rather than the prices. Two of them are questions we would have to answer carefully ourselves, which is why they are here.
Scope, in Writing
“What counts as a page, and how many pages or templates are in scope?”
A good answer: A number and a definition, before the fee is agreed, ideally with the sampled URLs or the template names listed. A quote with no count attached cannot be compared to any other quote, and this is the single question that explains most of the spread between two prices.
The Document, Priced
“Is the conformance report included in this fee, or billed separately?”
A good answer: A plain answer with the figure and the edition, since Section 508, WCAG, and international editions are priced differently by the providers who publish them. If it is separate, get that number now rather than after the audit lands.
Method and Version
“How much of the testing is manual, and against which version and level?”
A good answer: WCAG 2.2 Level AA is the common target, and the answer describes the manual work: keyboard, screen reader, zoom and reflow, and which assistive technology on which browser. An answer about which tools they license is an answer about software, not about method.
Who Does the Work
“Who performs the evaluation, what are their credentials, and what happens if they leave mid-engagement?”
A good answer: A name or at least a role and a credential. Answering at the company level is normal and not a red flag. Ask the second half either way: a firm with several testers absorbs an absence, and a one-person practice, ours included, is a single point of failure you should price in.
Track Record
“How long have you been doing this, and how many of these have you delivered?”
A good answer: A straight number. A new practice and an established one can both do good work, and the honest answer from a new one is a small figure plus samples you can judge yourself. Ask for the samples in both cases, because the work is better evidence than the count.
The Deliverable
“Can I read a full example of what I will receive, before I sign?”
A good answer: A complete sample, redacted if it belongs to a client. Read how the findings are organised. Grouped by root cause with the code to change means your developers can work from it. One row per instance, sorted by success criterion, is closer to an export than a plan, and it will cost your team the difference in triage.
Re-Test and Re-Issue
“Is a re-test after we fix things included, how many rounds, and is the report re-issued?”
A good answer: A number of rounds and a clear answer on the document. Practice varies widely: some providers include a round, and at least one publishes validation as a separate item priced at half the original audit fee. Both are legitimate. You just want to know before the invoice.
Date and Consequence
“When will it be delivered, and what happens if that date moves?”
A good answer: A date, and what follows if it slips. Most published pages give an estimate rather than a commitment, which is normal in this market. The reason to ask is to find out whether the date is a plan or a promise before your own deadline starts depending on it.
A provider who cannot answer one of these on the spot is not disqualified. Several of these are commonly settled in a contract or on a call rather than published on a website, so treat a gap as something to raise rather than as a verdict.