The best company in someone's mind is a service that works fine with lest complaint. Even when it's not working properly for many other people.
I like Hetzner. It's a big company which provides good services, but still.. there was an incident when I had a problem and got answer from them only after 2 days.
2 days is much IMHO.
Many rely on canned messages but unless you have that personal touch you are no better than others, do not treat them like a number, treat them like a person.