Customer-Focused Key Performance Indicators for Electric Vehicle Charging
- Idaho National Laboratory (INL), Idaho Falls, ID (United States)
- National Renewable Energy Laboratory (NREL), Golden, CO (United States)
To systematically improve the public charging experience, EV charging industry stakeholders need to define and measure it precisely. Many stakeholders currently measure aspects of the charging experience, but they typically employ metrics that are either operational in nature, such as charger uptime and mean time between failures, or composite customer satisfaction indices. To improve the customer experience most effectively, the industry needs metrics that define the charging experience from the perspective of the customer, not business operations. Furthermore, industry practitioners need granular metrics to know what specific aspects of the charging experience need improvement. This report defines such customer-focused metrics, called key performance indicators (KPIs).
- Research Organization:
- Idaho National Laboratory (INL), Idaho Falls, ID (United States); National Renewable Energy Laboratory (NREL), Golden, CO (United States)
- Sponsoring Organization:
- USDOE Office of Energy Efficiency and Renewable Energy (EERE), Office of Sustainable Transportation. Joint Office of Energy & Transportation (JOET)
- Contributing Organization:
- Charge X Consortium: Working Group 1: Defining the Charging Experience
- DOE Contract Number:
- AC07-05ID14517; AC36-08GO28308
- OSTI ID:
- 2377347
- Report Number(s):
- INL/RPT--24-77388-Rev000
- Country of Publication:
- United States
- Language:
- English
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Implementation Guide of Customer-Focused Key Performance Indicators for Electric Vehicle Charging
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