JD Power: Public EV Charging Shows Signs of Progress

Public electric vehicle (EV) charging infrastructure in the United States has long been criticized for its slow pace of development compared to the rapid increase in EV sales: Just over a week ago we reported on why the EV charging experience is awful. However, there are new signs of improvement: According to the latest US Electric Vehicle Experience (EVX) Public Charging Study from JD Power, overall satisfaction with public EV charging has increased for the second consecutive quarter, signaling positive momentum in an area critical to the broader adoption of electric vehicles.

In the study, satisfaction with DC fast chargers rose to 664 on a 1,000-point scale, a 10-point increase from 2023. This increase is especially significant given the growing importance of fast chargers as EV owners look for quicker and more convenient charging options. However, satisfaction with public Level 2 chargers declined slightly to 614, three points lower than a year ago, despite quarterly improvements.

Credit: JD Power

“While the customer satisfaction scores for public charging continue to prompt concern, the results offer reasons for optimism,” stated Brent Gruber, executive director of the EV practice at J.D. Power. “Among users of Level 2 chargers, satisfaction improves in five of the 10 factors that make up overall satisfaction, and among DC fast charger users, satisfaction is up in six of the 10 categories.”

Tesla Supercharger network shines amidst mixed satisfaction

A key contributor to the rise in DC fast charger satisfaction is the increased accessibility of the Tesla Supercharger network to non-Tesla EV owners. Previously reserved exclusively for Tesla vehicles, the Supercharger network’s extension to non-Tesla owners—prompted by federal infrastructure funding requirements—has had a notable impact on satisfaction scores. For the first time, the study was able to analyze the experiences of both Tesla and non-Tesla owners at these charging stations.

Tesla owners continue to express high satisfaction with the Supercharger network, giving it a score of 743, only slightly down from 2023. Non-Tesla owners also rated their Supercharger experience positively, with a score of 706, which is 42 points higher than the overall satisfaction with DC fast chargers.

“Non-Tesla owners—like those with EVs from Ford or Rivian who now have access to the Supercharger network—appreciate the ability to charge at the broad network of Tesla chargers that was previously unavailable to them,” Gruber stated. “Despite the recent influx of non-Tesla vehicles into the Supercharger facilities—which has caused some grumbling—Tesla owners still appreciate the ease of charging and ease of payment that the network offers.”

Credit: JD Power

Challenges remain despite progress

Despite these encouraging trends, significant challenges persist in the public EV charging landscape. One of the most pressing issues identified in the study is the high rate of non-charge visits, where EV owners visit a charging station but are unable to charge their vehicle. Although there has been a slight improvement, with 19% of all EV owners reporting a non-charge visit—a 1% improvement over 2023—the reasons for these failures remain concerning. The predominant problem is out-of-service chargers, affecting 61% of failed visits. Other issues include long wait times, lack of charger availability, and damage to cables or connectors, particularly in regions like the Mountain states.

Another ongoing challenge is the disparity in satisfaction with payment methods. The study reveals that EV owners overwhelmingly prefer automatic payment systems, such as Plug & Charge, which streamline the charging process. These systems scored highest for ease of payment and ease of charging, significantly outperforming traditional credit or debit card transactions.

“Fast charging sessions utilizing automatic payment systems average 27 minutes in length, eight minutes faster than the extra steps required to pay with a credit or debit card,” Gruber stated, highlighting the efficiency gains from such technologies.

As more EV owners rely on public charging networks, the pressure will continue to mount on the industry to deliver reliable, fast, and user-friendly solutions.