As others say it depends what price you put on service.
Good example this week as I had two separate faults with two different smaller providers.
Voice fault with Zen. Phoned support which was answered immediately. Line tested, fault confirmed and raised with BT all while on the phone. Took less than 5 minutes.
When the fault was cleared they actually phoned me
to see if all was now OK. When I didn't answer I got a text message asking the same question.
Fibre with Xilo. Raised a ticket and had a reply back from Matt in 2 min 7 seconds! Not a scripted reply but detailing what the plan was to resolve the problem.
For me it's worth paying the extra for that level of response but everyone has different priorities.