Public Charging Issues May Short-Circuit EV Growth, J.D. Power Finds
Volta, Tesla Supercharger Rank Highest in Respective Segments
TROY, Mich.: 16 Aug. 2023 — While automakers continue to introduce new electric vehicles (EVs) andexperience growth in market share, the beleaguered public vehicle charging infrastructure has not kept
pace. If anything, it is falling further behind. The recent move to open Tesla Superchargers to non-Tesla
owners could improve the situation, but such effort might not be the answer that some suggest, as overallsatisfaction continues to decline, according to the J.D. Power 2023 U.S. Electric Vehicle Experience (EVX)
Public Charging Study,SM released today.
Despite the increase in public charging stations across the United States, customer satisfaction with public
Level 2 charging has declined to 617 (on a 1,000-point scale), 16 points lower than a year ago and thelowest level since the study began in 2021. Though purported to be the wave of the future, satisfaction withDC (direct current) fast chargers has declined even further, dropping 20 points to 654. More troubling isthat satisfaction in both charging station segments has declined in nearly every attribute measured in thestudy. Since consumer skepticism regarding public charging availability is the primary reason vehicle
shoppers reject EVs, this performance could prove to be a further hindrance to EV acceptance.
"The declining customer satisfaction scores for public charging should be concerning to automakers and,more broadly, to public charging stakeholders," said Brent Gruber, executive director of the EV practice atJ.D. Power. "The availability of public charging stations is still a critical obstacle, but it isn't the only one. EVowners continue to have issues with many aspects of public charging, as the cost and speed of charging
and the availability of things to do while waiting for their vehicle to charge are the least satisfying aspects.
At the same time, the reliability of public chargers continues to be a problem. The situation is stuck at alevel where one of every five visits ends without charging, the majority of which are due to station outages."
Tesla owners are relatively satisfied with the Tesla Supercharger network (745), but when they go outside
the network to use other public charging options, satisfaction declines by nearly 200 points (550). “Withgreater adoption of the North American Charging Standard (NACS) pioneered by Tesla, it may provide aboost in fast-charging satisfaction among owners of EVs from other brands as they begin to use Tesla’sSupercharger stations,” Gruber said. “We’re monitoring whether the use of Tesla Superchargers by nonTesla owners will affect satisfaction, but the move does help address charger scarcity and offer access toindustry-leading reliable chargers. It’s just too early to tell if it can reach the satisfaction levels of Tesla
owners who are already part of that fully integrated Tesla ecosystem.”
Following are key findings of the 2023 study:•Satisfaction with charging speed declines: EV owners are increasingly dissatisfied with the amountof time it takes to charge their vehicles. The attribute for speed of charging has the most significant
negative effect on overall Level 2 satisfaction, decreasing 36 points year over year to 455.
Interestingly, those using DC fast chargers don’t fare much better as satisfaction with the speed ofcharging declines 30 points to 588.

•Public chargers must be placed in appropriate locations: The reasons EV owners cite for choosing
a Level 2 or a DC fast charger and the time they spend at the charger clearly indicate that publicchargers should be located where they will most effectively serve their customers. Convenience isdesired by both Level 2 and DC fast charger users, but DC fast charger users indicate a planned

jdpower.com/businessroad trip is also a key reason for selection. DC fast charger users spend approximately 30 minutes
charging their vehicle, preferring to get back on the road as soon as possible. “The data suggeststhat DC chargers—which charge faster—should be located along travel routes, while Level 2chargers—essentially used for convenience charging—should be easily accessible near places
where EV owners may already be visiting such as retail venues and entertainment venues,” Gruber
said.
•Non-charge visits remain an issue, and results differ by geographic location: The study finds that
20% of all users say they visited a charger but did not charge their vehicle. Reasons range from thecharger being inoperable to long lines to use the charger. EV owners in the Miami-Port St. Lucie-Ft.
Lauderdale Combined Statistical Area (CSA) had the worst experience in this regard, with 35% ofvisits failing to result in charging. The CSAs in Seattle-Tacoma, Denver-Aurora and Dallas-Ft. Wortheach had 29% of visits failing to result in a charge. The Cleveland-Akron-Canton CSA had the lowest
percentage of failed visits with a charging failure rate of 12%.

"The results of this year's study should be very concerning to all those involved in the transition from gaspowered vehicles to electric vehicles," Gruber said. “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 oftoday, but also to alleviate the concerns of skeptical future customers. A lot of work is underway toaddress these issues but there is certainly much more work to be done.”
Study Rankings
Volta ranks highest among Level 2 charging stations, with a score of 665. Tesla Destination (661) ranks
second and ChargePoint (618) ranks third.
Tesla Supercharger ranks highest among DC fast chargers for a third consecutive year, with a score of739. It is the only DC fast charger brand to rank above segment average.
The study, now in its third year, measures EV owners’ satisfaction with two types of public charge point
operators: Level 2 charging stations and DC fast charger stations. Satisfaction is measured across 10factors (in order of importance): ease of charging; speed of charging; physical condition of charging
station; availability of chargers; convenience of this location; things to do while charging; how safe you feelat this location; ease of finding this location; cost of charging; and ease of payment.
The 2023 U.S. Electric Vehicle Experience (EVX) Public Charging Study is driven by a collaboration withPlugShare, the leading EV driver app maker and research firm. The study examines consumer attitudes,
behaviors and satisfaction, setting the standard for benchmarking the overall experience of public EVcharging. Respondents included 15,079 owners of battery electric vehicles (BEVs) and plug-in hybrid
electric vehicles (PHEVs). The study was fielded from January through June 2023.
For more information about the U.S. Electric Vehicle Experience (EVX) Public Charging Study, visit
https://www.jdpower.com/business/automotive/electric-vehicle-experience-evx-public-charging-study.
See the online press release at http://www.jdpower.com/pr-id/2023094.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer inthe use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understandconsumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions

with brands and products for more than 50 years. The world's leading businesses across major industries
rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’sbusiness offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at
JDPower.com.
About PlugShare
Based in El Segundo, Calif., PlugShare maintains the most comprehensive census of EV infrastructure inthe world. They make the PlugShare app for iOS, Android and the Web, the most popular EV driver app
globally, in use by most drivers in North America and over one million EV drivers worldwide. PlugShare also
provides sophisticated data tools, reports, custom consulting and comprehensive research on EVs forautomakers, utilities, charging networks, government and the rest of the EV industry. It operates the world’s
largest EV driver survey research panel, PlugInsights, now with over 63,000 members.
Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; media.relations@jdpa.com
Shane Smith; East Coast; 424-903-3665; ssmith@pacificcommunicationsgroup.com
About J.D. Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/pressrelease-info###NOTE: Two charts follow.

J.D. Power
2023 U.S. Electric Vehicle Experience (EVX)
Public Charging StudySM

Year / Project / Study Name

Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

Level 2 Charging Station
Volta665

Tesla Destination

661

ChargePoint

618

Segment Average

617

SemaConnect578Electrify America542

Blink535

Source: J.D. Power 2023 U.S. Electric Vehicle Experience (EVX) Public Charging StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.J.D. Power
2023 U.S. Electric Vehicle Experience (EVX)
Public Charging StudySM

Year / Project / Study Name

Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

DC Fast Charger

Tesla Supercharger

739

Segment Average

654

ChargePoint

606

EVgo

Electrify America

569

538

Source: J.D. Power 2023 U.S. Electric Vehicle Experience (EVX) Public Charging StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.