Customer-Focused Key Performance Indicators for Electric Vehicle Charging

Technical Report · Wed May 07 00:00:00 EDT 2025

DOI:https://doi.org/10.2172/3029278· OSTI ID:3029278

Quinn, Casey W ^[1]; Cardinali, Sarah ^[2]; Clifford, Jason ^[1]; Houck, Kaleb ^[1]; Moriarty, Kristi ^[2]; Savargaonkar, Mayuresh ^[1]; Smart, John G ^[1]; Smith, David Estes ^[1]; Varghese, Benny J ^[1]

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1. Idaho National Laboratory
2. National Renewable Energy Laboratory

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)
• Sponsoring Organization: USDOE Office of Nuclear Energy (NE); USDOE Office of Energy Efficiency and Renewable Energy (EERE), Vehicle Technologies Office (EE-3V)
• DOE Contract Number: AC07-05ID14517
• OSTI ID: 3029278
• Report Number(s): INL/RPT-24-77388
• Country of Publication: United States
• Language: English

Related Subjects

33 - ADVANCED PROPULSION SYSTEMS
ChargeX
Charging Station Operator
Electric Vehicle
Electric Vehicle Supply Equipment
Key Performance Indicator
Open Charge Point Protocol