GM is making big moves in the burgeoning EV segment, with plans to launch 30 new all-electric models globally by the 2025 calendar year. However, according to one recent study, this surge in EVs follows widespread customer dissatisfaction in the existing EV charging infrastructure.
According to the J.D. Power 2022 U.S. Electric Vehicle Experience – Public Charging Satisfaction Study, the recent increase in EV adoption includes a drop in satisfaction with publicly available Level 2 charging stations, as compared to customer satisfaction with public Level 2 stations measured last year.
The J.D. Power U.S. Electric Vehicle Experience – Public Charging Satisfaction Study, which was conducted in collaboration with EV app maker and research firm PlugShare, measures EV consumer attitudes, behaviors, and satisfaction using 10 criteria, including ease of charging, speed of charging, cost of charging, ease of payment, ease of finding the location, convenience of the location, things to do while charging, the perception of safety at the location, charger availability, and the physical condition of the charging location.
The latest 2022 study is based on responses from 11,554 owners of battery electric vehicles (BEVs) and plug-in hybrid electric vehicles (PHEVs). The study was fielded between January and June of the 2022 calendar year. Based on these responses, charge station brands were given a score based on a 1,000-point scale.
Key takeaways in the 2022 study include a drop in overall customer satisfaction with regard to public Level 2 charging stations, with the segment average dropping to 633 points from 643 points last year. This drop coincides with an increase in the number of charging stations nationwide. Leading the Level 2 Charging Station segment was Tesla Destination with 680 points, followed by Volta with 667 points and ChargePoint with 639 points. SemaConnect and Blink fell below the segment average at 577 points and 560 points, respectively.
Meanwhile, customer satisfaction in the DC Fast Charger segment was measured as flat, with a segment average of 674 points. Leading the segment was Tesla Supercharger at 739 points, followed by ChargePoint with a score of 644 points, Electrify America with 614 points, and EVgo with 573 points.
While most owners were relatively satisfied with the ease of the charging process, the study found that public charger operability and maintenance are an issue, with one in five respondents not charging their vehicle during a visit, and 72 percent of those not charging due to a station malfunction.
Looking ahead, GM aims to install 40,000 new EV chargers across the U.S. and Canada, while the U.S. government has allocated $5 billion in federal funds to build out the national EV charging network along major U.S. highways. GM is also collaborating with EVgo for easier charging payment, and Blink for new chargers at GM dealers.
Source: J.D. Power