I don't need it so I never consider customer support when looking for a host. It is handy for newer webmasters though, or people who aren't familiar with certain things. I used to make sure who I went with had cPanel but that's not necessary anymore. It's super convenient but definitely not a deciding factour. Also, reviews are subjective so I try not to let them hold too much weight with me. But the hardware used is important. Totally forgot to mention that.
I just look for a reliable VPS. Most things can be set up by me.
I can download the latest build of a forum software, Go, MySQL, etc. onto the server with just a few commands each. If not for wanting to go full paranoid, I could probably run everything as root to avoiding a few extra commands and a bit more configuration (e.g. configuring the systemd unit file) there.