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When I was in the hosting game I would make sure they had the basics down and then it all fell down to personality. I can teach someone how to fix a server issue or website error. What is hard to do is to teach someone how to be good with customers.
My opinion has always been the following 3 statements
1. Unlimited does not exist
2. Support the little guy... you typically get better service and a more personal approach from the company
3. Unlimited does not exist
1&1 may be good but I avoid all the major players for hosting (godaddy, 1&1...
I use to do something like this and simply used wordpress and a contact plugin then just have the admins review the email account attached and post what is found on there. However what I found is that you can not monitor and approve posts in a timely manor all the time and thus some of the posts...
On one of my sites I have shared my views on burst multiple times..... I left many years ago and swore I would never go back. I am with you guys tho everyone needs a contingency plan. Not just hosts but clients as well. KEEP BACKUPS!!!!!!
The amount of spam you see on the forum... None... The amount of spam that I and the other moderators see is still a decent amount but much less than I have seen on other forums.
Long process to get through and a pain I would agree but overall for the better