Some additional things that might be able to continue from the two points you mentioned...
3. There is no quick response from customer service for customer complaints, I'm sure some people must have experienced problems and the only solution is to chat directly with customer service to solve the problem... So a good exchange should also have good customer service quality.
4. Good UI. Although this is rarely considered, a good UI is one form of marketing strategy to make users comfortable... when users feel comfortable, that will make the number of users grow... that way the sustainability of an exchange will continue because it has a strong user base.
5. Good history and reviews... I am quite sensitive to user reviews, the better the platform rating based on user assessments, the more I trust the platform... but it also needs to be studied, whether it is a fake review or a real review... you must have understood this, right?