You sound like a person, who if given the power to decide if the pool should get a quicker and better customer support service would decide against it.
The fact is that the pool has a very big profit margin and could afford such a thing.
I believe it's a debatable fact. I personally would rather stability over a quick response to inquiries.
Note that I have precisely 333Mh/s of SHA-256 hashpower at the moment, and it's not pointing here. I have no vested interest in the pool.
I suspect the resident math wizard organofcorti might have the information seek. Check out his blog:
http://organofcorti.blogspot.com/2013/12/december-22nd-2013-weekly-pool-and.htmlM