Fiber Broadband Association’s In-Home Experience Working Group to Launch Resources to Elevate Subscriber Experience

New initiative will equip broadband service providers with best practices, education tools, and lifestyle insights to enhance customer satisfaction and loyalty

NASHVILLE, Tenn.--(BUSINESS WIRE)--Today at Fiber Connect 2025, the Fiber Broadband Association (FBA) announced its In-Home Experience Working Committee will release a comprehensive set of resources aimed at helping broadband service providers deliver superior, differentiated in-home broadband experiences. The announcement will be made during Fiber Connect 2025, taking place June 1-4, at the Gaylord Opryland Resort & Convention Center in Nashville, Tennessee.

As fiber broadband networks bring ultra-fast speeds and reliability directly to consumers’ homes, providers face an industry-defining question: what happens when performance parity becomes the norm? Without further differentiation, broadband risks becoming a commodity—competing only on speed and price. The In-Home Experience Committee was formed to address this challenge by empowering broadband service providers to move beyond the “speed race” and deliver value-added, customer-centric solutions.

“Our goal is to help service providers shift the customer conversation from Mbps to meaningful experiences,” said Teresa McGaughey, Chair of the In-Home Experience Committee. “When subscribers understand and feel the difference fiber makes inside their homes—across installation, support, and everyday usage —they're more likely to stay local, become advocates, and see their broadband provider as a long-term partner, not just a utility.”

Throughout 2025, the committee will publish a robust collection of best practices and educational tools that span the full subscriber lifecycle—from acquisition and onboarding to service delivery, customer support, and retention. Each phase represents a key opportunity for service providers to strengthen customer satisfaction, boost Net Promoter Scores (NPS), and ultimately grow revenue while reducing churn and operational costs.

Planned resources will include:

• Subscriber education toolkits
• Best practices for installation and onboarding
• Guidelines for proactive customer support
• Retention strategies that reinforce the value of fiber
• Insights on branding and communications around the in-home experience

The first materials will be published shortly after Fiber Connect, beginning with an overview of what constitutes an exceptional in-home experience. Subsequent releases will delve into each lifecycle stage, with initial best practices available before the end of the year. Given the evolving nature of customer needs and technology, this content will be continually updated and expanded beyond 2025.

To learn more about FBA and its committees and working groups, visit fiberbroadband.org/committees-working-groups or subscribe to FBA’s Fiber Forward Weekly newsletter here for updates and more.

About the Fiber Broadband Association

The Fiber Broadband Association is the largest and only trade association that represents the complete fiber ecosystem of service providers, manufacturers, industry experts, and deployment specialists dedicated to the advancement of fiber broadband deployment and the pursuit of a world where communications are limitless, advancing quality of life and digital equity anywhere and everywhere. The Fiber Broadband Association helps providers, communities, and policymakers make informed decisions about how, where, and why to build better fiber broadband networks. Since 2001, these companies, organizations, and members have worked with communities and consumers in mind to build the critical infrastructure that provides the economic and societal benefits that only fiber can deliver. The Fiber Broadband Association is part of the Fibre Council Global Alliance, which is a platform of six global FTTH Councils in North America, LATAM, Europe, MEA, APAC, and South Africa. Learn more at fiberbroadband.org.