This is just shows how important customer service is and making sure clients are always assisted promptly. This is just a few reasons as I know there are many, many more reasons why clients leave other hosts.
Uptime is our biggest thing with new clients. They complain their old providers didn't provide a stable service and that their website was always down, which is why they have left them.
I do agree with you that good uptime really will make our client stay with us. But for new user, they might not know how is our uptime before subscribe hosting package with us. I do have experience with those provider without phone support, and they really make me frustrated. Therefore, i advise new user that phone support will be the point of consideration
As a hosting provider, i do give some points to choose a better hosting provider. A lot of my client move from other provider to my side due to the reason as below:
1. No phone support. Unable to contact hosting provider when emergency support needed.
2. Domain Registrant Details register under provider details. Getting troublesome when doing domain transfer or lost the domain.
3. Take longer time to solve the server down problem.
Please choose hosting provider carefully.
I host with DreamHost and they charge extra for phone support. I have had a few issues, and used the email support. It was quick and efficient. Phone support should not be a make or break reason to use a web host or not.