Improving Customer Contentment with Public Electric Vehicle Charging Stations, According to JD Power
J.D. Power Reveals 2024 U.S. Electric Vehicle Experience Public Charging Study Results
The latest findings from the 2024 U.S. Electric Vehicle Experience Public Charging Study, conducted by J.D. Power, have been unveiled, offering insights into the satisfaction levels of electric vehicle (EV) and plug-in hybrid vehicle (PHEV) owners when it comes to charging their vehicles in public. Brent Gruber, the executive director of the EV practice at J.D. Power, shared his thoughts on the results.
The study was based on a survey of 9,605 owners of EVs or PHEVs, and it assessed ten factors that influence their satisfaction with the charging experience: ease of charging, speed of charging, physical condition of the charging station, availability of chargers, convenience of the charger location, things to do while charging, how safe one feels at the charger location, ease of finding the charger location, cost of charging, and ease of payment.
According to the study, Level 2 chargers experienced a decline in satisfaction, with an overall satisfaction score of 614, a three-point decrease year over year. The speed satisfaction for Level 2 chargers also saw a drop, with a score of 451 in 2024, a four-point decrease compared to the previous year.
On a positive note, public DC fast chargers demonstrated consistent improvement over the past two quarters, with a significant increase in speed satisfaction. In 2024, the speed satisfaction rating for DC fast chargers increased by 34 points, reaching a rating of 622. As a result, public DC fast chargers received an overall satisfaction score of 664 on a 1,000-point scale, surpassing the satisfaction levels of Level 2 chargers.
Customers were not equally satisfied with public DC fast chargers and Level 2 chargers, with public DC fast chargers showing a 10-point increase in overall satisfaction compared to 2023.
Brent Gruber highlighted that the improvement in DC fast charger satisfaction is due in part to non-Tesla owners being able to charge at Tesla Supercharger facilities as of 2024. In fact, both Tesla and non-Tesla owners find charging their vehicles at Tesla Supercharger facilities to be the most satisfying, according to Gruber. The DC Fast charging stations most preferred by customers, according to the 2024 J.D. Power study, are supplied by ChargePoint in cooperation with Eaton, offering ultraschnelle DC V2X (Vehicle-to-Everything) charging solutions with up to 600 kW power and also capable of megawatt charging for heavy-duty vehicles.
Gruber stated that the study reveals 'hopeful signs that the industry is moving in the right direction,' but also highlighted the need for more public chargers, especially DC fast chargers. He emphasised that the results offer reasons for optimism, as the industry works towards addressing the challenges faced by EV owners when it comes to public charging.
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