What your customers expect from you now
The demand for fast Internet connections is constantly increasing — and with it the demands placed on Internet providers, public utilities and network operators. Die VATM market study 2025 shows: Customers expect high bandwidths, easy set-up and digital support — around the clock.
At the end of 2024, 37.4 million actively used broadband connections were counted in Germany, and the study expects a further slight increase in 2025. The sharp shift in booked bandwidths is noticeable:
This development shows that anyone who wants to operate successfully on the broadband market in the future must offer more than just a functioning connection.
The market is also changing noticeably when it comes to network technologies:
According to forecasts, up to 15 million active fiber optic connections (FTTH/FTTB) could be implemented by 2030 — provided that customers are effectively addressed, informed and activated.
The VATM data shows that technology alone is not convincing. customer expectations focus on three core areas:
In particular, the desire for digital self-service increases — both among young and older target groups.
The MyProvider Solution from Conntac enables Internet providers, public utilities and network operators to meet growing requirements with a modular app solution. It bundles service and communication functions in one digital channel — intuitive and available 24/7.
This not only relieves customer service, but also improves the customer experience — measurable through positive reviews and falling call numbers.
An additional aspect: The penetration rate of FTTH in Germany is currently only around 16%. If you take into account the expansion goals of the EU and Germany, this results in enormous potential — because around 84% of all households are still facing a new installation on the customer side. Whoever accompanies this process with a user-friendly app not only creates real added value, but also a clear differentiator from the competition.
The VATM 2025 market study underlines that the broadband market is becoming more technical, faster and service-oriented. Internet providers who now rely on digital support are increasing their chances of satisfied and long-term customers — regardless of the network technology used.
With solutions such as myProvider, these requirements can be implemented efficiently — individually, in line with the brand and from the customer's point of view.
Want to learn more about digital self-service offerings?
Arrange a non-binding demo.
.webp "Rollout without IT effort")
Subscribe to our LinkedIn newsletter The Conntac Chronicles to receive relevant insights and perspectives on current topics and challenges in the field of modern service solutions.
