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In the case of something as critical as a password-manager, quality of customer service, I believe, is a critical factor.

When there is a problem, how helpful is the customer service? If not then a person stands to be locked out of critical aspects of their digital life

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While having a Customer Service Rep tell you you're shit out of luck if you can't remember your master password may suck, it's pretty much the only way to actually be some semblance of safe.

The Mud-puddle test is to demonstrate that only you can access your services. If you can call and go "hey can I get back into my vault" so can anyone that convincingly can make the same call on your behalf.

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