Press Release: EV-Satisfaction-Study 2024

Stuttgart, 01.08.2024



EV-Satisfaction-Study 2024

Vehicles deliver longer ranges and higher charging speeds – satisfaction among EV drivers on the rise again

Recently, electric car drivers were disappointed with the performance of their vehicles. The new EV satisfaction study by the consulting and market research company USCALE now shows that satisfaction with electric vehicles is on the rise again. Electric car drivers attest to their electric cars’ measurably better performance in terms of range and charging power, the most important technical features of an electric car. Problems with use, on the other hand, are clearly evident in connectivity, operating concepts and charging.

Satisfaction among EV drivers with fully battery-electric vehicles is on the rise again. After disappointment spread among electric car drivers last year, the picture is brightening again: The so-called net promoter score, an indicator of willingness to recommend, has risen significantly from 18 points to 24 points in the latest studies by the consulting and market research company USCALE (see chart in the press handout).

Increased expectations

Many manufacturers have improved their models or launched new vehicles on the market that are proving popular with customers. This is remarkable because customer expectations have risen again in the same period (see chart in the press handout). In other words, the vehicles have improved more than the expectations have risen. This means that EV drivers are more satisfied overall.

Improvement in range and charging speed

The greatest improvements in vehicles have been in range and charging performance. In the new surveys, 38% of all vehicle owners confirm that their EV have a real summer range of over 400 kilometres; in 2023, this figure was only 27% (see chart in the press handout). Charging is now also much faster: 58% of electrical vehicles have a DC charging capacity of 150 kW or more; in 2023 it was only 41%.

Numerous problems

But where there is a lot of light, there is also shadow: 75% report that they have already had problems with charging. For example, the charging process occasionally cannot be started or ended without problems or cancels unexpectedly. The situation is similar when it comes to operating the vehicle and using the vehicle app. 54% of electric car drivers report problems with the Connect app (see chart in the press handout). The range of problems is wide: the perceived low availability, long response times and lack of important functions restrict use.

Significant differences between the brands

However, there are clear differences between the brands in terms of willingness to recommend. The ranking is led by industry leader Tesla: 71% of Tesla drivers recommend their model to others, only 5% do not (the rest are indifferent). Tesla thus remains the undisputed number one. At the other end of the ranking are the models from Stellantis: only 3% of Peugeot drivers would recommend their model to a friend or colleague, 62% would advise against it (see chart in the press handout).

Depending on the brand, respondents see different strengths and weaknesses:

  • Tesla impresses with all e-specific functions, but still has major problems with quality.
  • The vehicles from the Hyundai/Kia/Genesis brand group impress with some very high charging performance, but still show weaknesses in route planning.
  • BMW and Mercedes impress in terms of software, connectivity and operation, but have weaknesses in terms of range and charging performance.
  • Polestar and Volvo lead in route planning and navigation thanks to Google Maps, but have too high fuel consumption from the point of view of their owners.
  • The brands of the Volkswagen Group (Audi, VW, Skoda, Cupra, Porsche) continue to be criticised by their owners for many software problems and, with the exception of Porsche, too little charging power.
  • From the point of view of its owners, Ford is convincing in terms of range, but has high fuel consumption and inadequate charging performance.
  • Mini scores with convincing software, but insufficient range.
  • The new Smart models impress with their high range. However, drivers see a great need for action in terms of consumption, route planning and software.
  • Newcomer BYD offers a charging capacity that is clearly too low, but impresses with its Connect app.
  • Drivers of vehicles from the Renault and Dacia brand group complain that the charging power is clearly too low, which leads to long stops at the charging station.
  • MG drivers are pleased with the impressive range, but complain about significant deficits in the software, route planning and operation.
  • The Stellantis brands Citroen, Peugeot, Opel and also Fiat suffer from considerable problems with the software and connectivity.

For all other brands, the sample was too small to generate reliable statements.

USCALE conducted the EV Satisfaction Study 2024 between May and July. A total of 4,966 people were recruited via social media channels and surveyed for the cross-sectional study on their preferences and experiences of using them in everyday life. The study was conducted for the fifth time in a row. It is part of the USCALE study portfolio for the ongoing investigation of the customer journey of EV drivers.

Quote from Dr. Axel Sprenger, Founder and Managing Director of USCALE GmbH:

“The market has grown significantly. Customers finally have a wide choice. However, each brand has its specific strengths and weaknesses,” comments Dr Axel Sprenger, Founder and Managing Director of USCALE GmbH, on the EV Satisfaction Study 2024. “The performance and quality of electrical vehicles have improved significantly, but the list of homework remains long. We are still a long way from being able to speak of an established market, but are at the beginning of a race in which a lot will still happen.”

The GERMAN press handout with graphics can be found HERE.
You can find an overview of all course contents HERE.
You can find a picture of Axel Sprenger HERE.

Company Abstract

USCALE is a consulting and market research company for electromobility based in Stuttgart. USCALE’s work is based on customer insights studies on all touchpoints of the e-mobility customer journey. USCALE is the only provider to have a panel specialising in e-mobility with over 10,000 panellists in German-speaking countries. Through its surveys, USCALE makes the customer perspective tangible for managers, developers and service providers in the operational business.

Contact

USCALE GmbH, Silberburgstraße 112, 70176 Stuttgart, kontakt@uscale.digital