Optical fiber is available – but is not being used enough
Despite massive investments in fibre-optic expansion, use in Germany is falling short of expectations. Loud BREKO market analysis 2025 Is the Take-up rate – i.e. the proportion of active fiber optic connections – with only 56%.
One decisive reason: Many end customers experience the switching process as too complex or opaque.
For Internet providers, public utilities and network operators, this means that the networks have been built but have not yet reached their economic capacity. This is exactly where a new strategic field of action is emerging – Customer experience and self-service.
Customer self-service: The underestimated growth driver
Customer Self-Service describes more than just a tool. It stands for an attitude: giving customers the opportunity to solve their concerns themselves – from concluding a contract to diagnosing an error.
Studies show:
- According to an analysis by HelpScout trying 69% of consumers, their problem first to solve independentlybefore you contact customer service (Source: HelpScout)
- A positive self-service experience boosts loudly Harvard Business Review Customer loyalty can be measured – as it Customer Effort Score (CES) reduced.
The result: less effort, higher satisfaction and faster activation of connections. More about this in the article Efficient customer service.
How customer experience influences network utilization
Customer self-service not only has an effect in the service center, but also directly on the Network load:
- Better information situation: Customers understand the benefits of fiber optics better through clear, digital communication processes.
- Faster activation: Interactive self-service apps guide users step by step through connection verification, booking and router setup.
- Fewer abortions: An intuitive user experience minimizes media breaks and frustration.
This is also reflected in the data from the BREKO 2025 Market Analysis: Network operators with a strong focus on digital customer experience achieve up to 20% higher take-up rates than average.
Example: Self-service lowers barriers to fiber optic connections
A fiber optic connection is technically available – but is often not used because customers shy away from the hassle. Self-service creates transparency here:
- Step 1: Connection check via QR code or address search
- Step 2: Automatic recognition of connectivity
- Step 3: Digital booking and setup via app
- Step 4: Interactive router configuration assistance
This process makes the technology tangible, reduces queries and at the same time improves customer satisfaction.
Regional providers benefit in particular
For Public utilities and regional network operators The proximity factor is decisive. Geo-optimized self-service solutions enable personalized communication, such as:
- Automatic information on local expansion areas
- Regional service hours and contacts
- Local push notifications in case of disruptions
More background information can be found in the article Optimizing the customer experience.
Frequently asked questions about customer self-service
What does customer self-service mean in a fiber optic context?
Customer Self Service describes digital solutions that enable customers to manage their Internet connection independently – from set-up to fault reporting.
Why does customer experience influence the take-up rate?
Because a positive customer experience simplifies the switching process. The more intuitive and understandable digital communication is, the more households activate their fiber optic connection.
How can Internet providers implement self-service?
Through modular self-service platforms that combine app and dashboard components. This allows frequent service requests to be automated and processes to be controlled centrally.
Economic benefits: More activations, lower support costs
Customer Self Service directly contributes to the economic efficiency of the fibre-optic network:
- Less hotline effort: Notably fewer support calls
- Faster activation: Reducing time-to-revenue
- Sustainable commitment: Customers stay longer when it's easy to use
BREKO points out that a 1% point higher take-up rate can already generate several hundred thousand euros in additional revenue per year – with the same network structure.
Conclusion: Self-service is the key to fiber acceptance
The take-up rate is not just a marketing problem – it is a symptom of inadequate user orientation. Who consistently on Customer Self Service and an excellent Customer Experience not only increases satisfaction, but also the network utilization rate.
Intuitive self-service creates trust, reduces effort and makes fibre-optic expansion successful in the long term.
A good example is MyProvider – the modular self-service solution for Internet providers and public utilities.
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