App-based payments improve the charging experience for many EV drivers. 48 percent report this benefit. Availability problems continue to create friction, with 24 percent experiencing idle time at bays and 14 percent of sessions facing downtime.
Key Takeaways
- 10% of EV buyers cited “fuel cost savings” as an important purchase factor
- 48% of EV drivers say app-based payments improve their charging experience
- 12% of EV owners report delays in service/repairs beyond what they expected
- 38% of EV owners say they contacted customer service at least once in the last 12 months
- 0.8 percentage points year-over-year improvement in customer satisfaction with EV sales experience (2024 vs 2023)
- 24% of EV drivers say they experienced “idle time” at charging bays due to availability issues
- 14% of charging sessions in public stations show downtime/availability issues affecting user experience
- 3.2% average increase in utilization after improving wayfinding and signage at charging sites
- US $7.5 billion forecasted global EV charging infrastructure market in 2024
- US $52.3 billion global EV charging market forecast for 2030 (CAGR driven by infrastructure buildout)
- 47% of EV charging capacity additions in 2023 were DC fast chargers
- 65% of EVs sold in the US in 2024 were battery electric vehicles (BEV)
- 21% of European charging sites introduced dynamic pricing during 2023 (operator survey)
- 30% reduction in customer complaints after migrating to unified roaming/payment platform (operator KPI study)
- US $6,700 average cost per charger for corrective maintenance (field reports average)
EV charging satisfaction hinges on faster, smoother payments and availability, since service issues and downtime quickly erode loyalty.
Related reading
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01 · Category
Customer Sentiment2 stats
01
10% of EV buyers cited “fuel cost savings” as an important purchase factor
02
48% of EV drivers say app-based payments improve their charging experience
Interpretation
Customer Sentiment Interpretation
Customer sentiment around EVs is strongest where convenience meets cost, with just 10% citing fuel cost savings but 48% saying app-based payments make their charging experience better.
02 · Category
Customer Satisfaction3 stats
01
12% of EV owners report delays in service/repairs beyond what they expected
02
38% of EV owners say they contacted customer service at least once in the last 12 months
03
0.8 percentage points year-over-year improvement in customer satisfaction with EV sales experience (2024 vs 2023)
Interpretation
Customer Satisfaction Interpretation
Customer satisfaction is improving slightly with a 0.8 percentage point year over year gain in the EV sales experience, but service expectations remain a concern as 12% of EV owners report delays beyond what they expected.
03 · Category
Customer Experience Metrics3 stats
01
24% of EV drivers say they experienced “idle time” at charging bays due to availability issues
02
14% of charging sessions in public stations show downtime/availability issues affecting user experience
03
3.2% average increase in utilization after improving wayfinding and signage at charging sites
Interpretation
Customer Experience Metrics Interpretation
Customer experience in the EV charging journey is being materially hurt by availability problems, with 24% of drivers reporting idle time and 14% of public charging sessions experiencing downtime, even though improvements like better wayfinding and signage can raise utilization by an average of 3.2%.
04 · Category
Market Size3 stats
01
US $7.5 billion forecasted global EV charging infrastructure market in 2024
02
US $52.3 billion global EV charging market forecast for 2030 (CAGR driven by infrastructure buildout)
03
47% of EV charging capacity additions in 2023 were DC fast chargers
Interpretation
Market Size Interpretation
From a Market Size perspective, the EV charging sector is projected to grow sharply as a US $7.5 billion global charging infrastructure market in 2024 scales to a US $52.3 billion forecast by 2030, with 47% of 2023 capacity additions coming from DC fast chargers.
05 · Category
Industry Trends3 stats
01
65% of EVs sold in the US in 2024 were battery electric vehicles (BEV)
02
21% of European charging sites introduced dynamic pricing during 2023 (operator survey)
03
30% reduction in customer complaints after migrating to unified roaming/payment platform (operator KPI study)
Interpretation
Industry Trends Interpretation
Across industry trends in EV customer experience, the shift is clear as 65% of 2024 US EV sales were BEVs, while European operators increasingly modernize pricing with dynamic rates in 21% of charging sites and deliver a measurable 30% drop in complaints after moving to unified roaming and payment platforms.
More related reading
06 · Category
Cost Analysis5 stats
01
US $6,700average cost per charger for corrective maintenance (field reports average)
02
35% of customer churn for charging apps is associated with repeated payment or authentication failures (analytics study)
03
€500 average customer cost (time + transport substitution) when a public charger is unavailable for a planned session (survey model)
04
Customer acquisition costs are 5x higher than retaining existing customers.
05
$1,000average cost per customer contact for resolution of a billing dispute (US).
Interpretation
Cost Analysis Interpretation
From a cost analysis perspective, fixing the biggest pain points is far cheaper than losing customers, since customer acquisition costs are 5x higher than retention while repeated payment or authentication failures drive 35% of app churn and a single billing dispute resolution averages $1,000 per customer contact.
07 · Category
Consumer Expectations1 stats
01
77% of customers say that the experience a company provides is a key factor in their loyalty.
Interpretation
Consumer Expectations Interpretation
In the Consumer Expectations category, 77% of customers say the experience a company provides is a key driver of loyalty, showing that expectations for customer experience directly influence retention.
08 · Category
Industry Benchmarking3 stats
01
22% of US consumers say they stopped using a business after one bad experience (within the past year).
02
3 out of 4 customers expect companies to respond within 24 hours (customer service response expectations).
03
5x more likely to buy again when customers receive service that resolves their issues on the first contact.
Interpretation
Industry Benchmarking Interpretation
For industry benchmarking in the EV customer experience landscape, the biggest trend is that speed and first-contact resolution matter, since 3 out of 4 customers expect a response within 24 hours and resolving issues on the first contact makes customers 5 times more likely to buy again, even as 22% of US consumers stop using a business after just one bad experience.
09 · Category
Ev Customer Journey5 stats
01
95% of EV drivers say they would like to be able to start a charging session with a mobile app (preference for app-based control).
02
64% of EV drivers say they prefer real-time information about charger status (availability).
03
49% of EV drivers report that they check charging availability before heading to a station.
04
58% of EV drivers say they experience issues at public chargers that affect their willingness to use that network again.
05
37% of EV owners say they want better transparency about pricing before starting a session.
Interpretation
Ev Customer Journey Interpretation
In the EV customer journey, drivers strongly want a smoother, more informed start to charging, with 95% preferring mobile app control and 64% expecting real-time charger availability.
Reference
Cite This Report
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APA
James Okoro. (2026, February 13). Customer Experience In The Ev Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-ev-industry-statistics
MLA
James Okoro. "Customer Experience In The Ev Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-ev-industry-statistics.
Chicago
James Okoro. 2026. "Customer Experience In The Ev Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-ev-industry-statistics.
Sources & references
28 datasets cited across this report · attribution is report-level
+12 additional datasets cited (not shown individually)