What are the most important aspects of keeping customers happy?

Hi I work for a web hosting company and I’m doing some research about what web hosts think are the most important aspects of keeping their customers happy. Also any feedback from consumer’s about what web hosts can be doing to make them happier will contribute greatly to my research. Any Ideas?

In a nutshell: give them what they want.

Agreed, don't have strict policies, be accomidating.

Give customers tasteful, discreet ads (not garish banners advertising cheap loans and nonsense like that)...

Give them some kind of interactivity, so let them use SSI at the least, and try to provide Perl/PHP/ASP capabilities (perhaps charging a little extra from them)...

Get back to customers asap when they experience problems, and constantly update your FAQ as a result of enquiries...

When things go wrong, inform your customers - it's nicer to know it's maintenence once in a while than to just not be able to access your site...

Give varied access points (web, FTP, SSH if possible)...

Try to accomodate when people request features, show them you care about them not just your stats...

If you can't provide a feature, be helpful and tell them where else they can find it (so if you can't give much web space, encourage them to register elsewhere for storage but keep their main account with you) - if they don't stay with you, that tells you something about your service...