J.D. Power Survey Shows Public Charging Still An Issue

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The results of the J.D. Power & Associates 2023 US Electric Vehicle Experience Public Charging Study (EVX) have been released. It shows that, according to EV consumers, the public vehicle charging infrastructure has not kept pace with expected sales of electric vehicles. For the second year in a row, customer satisfaction with public Level 2 charging has declined.

Despite increases in public charging accessibility nationally, customer satisfaction has dropped to 617 on a scale of 1,000. That is a 16-point drop from 2022, which was another drop from the initial study done in 2021. Satisfaction with DC fast chargers dropped even more, losing 20 points to 654.

What’s more, the EVX survey shows that nearly every attribute measured has dropped. Consumer skepticism about public charging availability is the primary reason vehicle shoppers decide not to buy EVs, according to other J.D. Power surveys.

A bright point in the EVX results is Tesla. The Tesla Supercharger network is rated at 745 by Tesla owners, but their satisfaction when using charging options outside of that network drop significantly (550).

It’s anticipated that survey results may change in 2024-25 as more automakers begin adding the Tesla plug to their vehicles, giving access to that network to their EV buyers. Whether the change is up or down will be of interest.

Key findings in the 2023 EVX survey shows that charging speed, the location of public charging, and inaccessible or non-working chargers are the biggest concerns for EV drivers.

“The results of this year’s study should be very concerning to all those involved in the transition from gas-powered vehicles to electric vehicles. Although the majority of EV charging occurs at home, public charging needs to provide a much better experience across the board—not just for the users of today, but also to alleviate the concerns of skeptical future customers. A lot of work is underway to address these issues but there is certainly much more work to be done.” –Brent Gruber, executive director of the EV practice at J.D. Power