By Jack Shaw, Syndicated Columnist
While the number of electric vehicle (EV) owners in the United States continues to grow, areas in the field remain stagnant and problematic. The J.D. Power 2024 U.S. Electric Vehicle Experience (EVX) Public Charging Study highlights what EV owners are most satisfied with and their main pain points. The EVX study considers 10 factors, from charging speeds to payment convenience to costs.
Though the study highlighted significant improvements in EV customer satisfaction, it also showed that EV owners are still dissatisfied with charging infrastructure. Highlighting these concerns is vital, as they impact not only EV owners but also the industry’s potential as a whole.
Approximately 3 in 10 Americans would consider buying an electric vehicle, but one of the main hesitations is the lack of EV charging systems. Around 56% of Americans are not confident that the country will build the infrastructure needed to support more EVs on the road.
A poll by the Associated Press-NORC Center for Public Affairs Research and the Energy Policy Institute at the University of Chicago showed that 80% of participants cited a lack of charging stations as a reason they would not buy an electric vehicle.
These concerns remain, even though the number of public charging stations continues to grow.
Despite these concerns, the 2024 EVX study suggests that the EV industry is on the right growth track despite infrastructure challenges. However, the study’s findings still leave EV manufacturers, owners, and potential buyers wondering what the industry will do to collaborate with the government and improve EV charging infrastructure.
EV Charging Methods and Impact on Infrastructure Customer Satisfaction
The EVX survey largely focused on customer satisfaction regarding Level 2 and Level 3 chargers, also called direct current (DC) fast chargers.
EV owners have access to three types of EV chargers on the market. Level 1 chargers take between 14 and 48 hours to charge fully, so they are only really suited for home uses. Level 1 chargers give vehicle owners the least range per hour.
Level 2 chargers are the most commonly found type at public stations. They require a 240-volt outlet and charge cars in four to 14 hours. Level 2 chargers provide EV drivers with approximately 25 miles of range per hour.
Level 3 chargers are the fastest and most expensive option. They can fully charge EVs in 20 to 90 minutes and provide a range of 100 to 200 miles per hour. Because of their cost, they are largely restricted to industrial and commercial applications. While Level 3 options are available at public charging stations, they are nowhere near as common as Level 2.
The survey outcome is simultaneously hopeful and concerning — satisfaction with DC fast chargers increased while satisfaction with Level 2 models declined by 3 points compared to the previous year. However, customer satisfaction for Level 2 chargers has also seen recent improvements and progress in five of the 10 factors measured in the study.
The EVX study also highlighted that charging speed and varying charger types are some of the main areas of dissatisfaction — EV drivers are not happy with Level-2 public charging times or DC fast charge times, though the latter fared far better.
The other major concern is non-charge visits — 19% of EV owners cite this as an issue they have experienced. The reasons behind non-charge visits vary, but the leading nationwide issue was out-of-service or faulty chargers. Lack of availability and long wait times also contribute to non-charge visits.
A Positive Trajectory for The EV Industry
There is clearly plenty of room for infrastructure improvement — and, thankfully, EV drivers should see more of that. The EVX study showed that EV drivers are generally satisfied with automatic payment processes.
Another significant positive is that non-Teslas owners can now use the Tesla Supercharger network. The EVX study showed that Tesla and non-Tesla owners appreciate how simple charging at these networks is — though there are some disparities between these owners’ satisfaction.
The results are that non-Tesla owners are unsatisfied with the overall experience as Tesla owners, mainly because non-Tesla owners still need an adapter for the charging process.
For most EV owners, the hope is that infrastructure will continue to improve, especially as more people consider buying electric vehicles. EV innovations, collaboration with the government and continued customer satisfaction studies can contribute to the growing infrastructure.
Jack Shaw is an accomplished automotive writer with a flair for adventure and a passion for all things on and off-road. Serving as the automotive editor of Modded and having written for Ford Muscle, Offroad Xtreme, and more, his articles are a testament to his knowledge and love for the automotive industry.
Editor’s Note: The thoughts and opinions expressed in this article are solely those of the author and do not necessarily reflect the views or positions of the National Motorists Association.
