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I remember when I first scouted around for a Paid Webhost my first question was what their uptime was like. We had been using a Free Webhost (not the one I'm using now) and had sufferered through some real bad downtimes. Reliability and backup were therefore very important to us. The next priority was assistance with getting a domain as we had no clue how we would go about getting that. After that Website space, bandwith and support although those particulars are usually listed upfront in most Websites. At the time when I asked I did not have a clue what cPanel was about. That was a fun bonus after we had subscribed. As well as the Web stats. That was a while ago though.
customers is looking for cpanel and cms which to solve their problem they need.
beside that most of people do looking for free hosting more than paid hosting and they wish to get free domain all the time.