However, recent improvements are showing promise. According to the JD Power 2024 US Electric Vehicle Experience (EVX) Public Charging Study, overall satisfaction with public charging has increased for the second consecutive quarter, suggesting the industry is making progress despite ongoing challenges.
The number of public charging stations across the US continues to grow, but it hasn’t kept pace with the rate of EV sales. This mismatch has led to declining satisfaction levels in recent years. This year, however, satisfaction with DC (direct current) fast chargers has increased to 664 (on a 1,000-point scale), a 10-point rise from 2023. Conversely, satisfaction with public Level 2 charging has dropped to 614, three points lower than last year.
Brent Gruber, executive director of the EV practice at JD Power, notes that despite ongoing concerns, there are reasons for optimism. Satisfaction among Level 2 charger users improved in five out of ten factors, while satisfaction with DC fast chargers improved in six out of ten categories. The fact that non-Tesla owners now have access to the Tesla Supercharger network has also contributed to increased satisfaction with DC fast chargers. Non-Tesla owners, such as those with Ford or Rivian vehicles, appreciate the broader access to Tesla’s extensive network.
Key findings from the 2024 study include the varying satisfaction with charging speed by charger type. While EV owners have grown more satisfied with DC fast charger times, satisfaction with Level 2 chargers has declined. Additionally, automatic payment systems have significantly higher satisfaction rates compared to credit or debit card payments.
However, challenges remain. The study found that 19% of EV owners visited a charger but were unable to charge, with 61% of these failures due to out-of-service chargers. Other issues included lack of charger availability and damage to cables or connectors.
The US Electric Vehicle Experience (EVX) Public Charging Study measures EV owners’ satisfaction with Level 2 and DC fast charging stations across ten factors, including ease of charging, speed, and availability. Conducted in collaboration with PlugShare, the study surveyed 9,605 owners of battery electric vehicles (BEVs) and plug-in hybrid electric vehicles (PHEVs) from January through June 2024.
