Improvement in customer satisfaction with public electric vehicle charging, according to JD Power.
Last month, J.D. Power released the 2024 U.S. Electric Vehicle Experience Public Charging Study, and the results offer reasons for optimism about public charging. According to Brent Gruber, executive director of the EV practice at J.D. Power, the study shows "hopeful signs that the industry is moving in the right direction."
The growth of public chargers, particularly DC fast chargers, is not keeping pace with the number of EVs in service. However, the study suggests progress in areas that EV owners care about, such as the speed and availability of chargers.
Customers were not equally satisfied with public DC fast chargers and Level 2 chargers. EV owners rated public DC fast chargers an overall satisfaction score of 664 on a 1,000-point scale, a 34-point increase from 2023's speed satisfaction rating of 588. On the other hand, Level 2 chargers declined three points year over year, with an overall satisfaction score of 614.
The ten factors that influence the satisfaction rating include ease of charging, speed of charging, physical condition, availability, convenience, things to do, safety, ease of finding, cost, and ease of payment. Public DC fast chargers' overall satisfaction score improved by 10 points compared to 2023.
One of the key factors contributing to the improvement in DC fast charger satisfaction is the accessibility for non-Tesla owners. Since 2024, Tesla offers its Supercharger stations also to non-Tesla owners, who can use them by paying a monthly fee of around 9.99 euros via the Tesla app. Companies like Porsche and Audi are gaining access to Tesla's Supercharger network by the end of September 2025. Both Tesla and non-Tesla owners find charging their vehicles at Tesla Supercharger facilities to be most satisfying, according to Gruber.
The satisfaction rating for public chargers improved consistently over the past two quarters. Gruber emphasized that the results offer reasons for optimism about public charging, but there is still room for improvement. The study suggests that the industry is moving in the right direction, but there is a need to continue investing in infrastructure to meet the growing demand for EVs.
In conclusion, the 2024 U.S. Electric Vehicle Experience Public Charging Study indicates a positive trend in public charging satisfaction. As the number of EVs on the road continues to grow, it is crucial for the industry to invest in and improve public charging infrastructure to ensure a seamless and satisfying experience for EV owners.
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