Good customer service and mostly benevolent for the last two decades, it buys them a lot of goodwill they otherwise wouldn't have.

That and people simply trust steam because it has always been trustworthy (on the whole).

Yeah, I’ve been on Steam for about 20 years now and I can’t recall many bad moments with Valve.

The only one that comes to mind is the “outrage” when they decided to release L4D2 just a year after L4D back in 2008 instead of making this a free upgrade. Times have definitely changed. looks at yearly COD with barely any changes