THE CUSTOMER JOURNEY OF E-MOBILITY

The eco-system of eMobility is much larger than that of the traditional automotive world. For eMobility to be truly successful, vehicles, infrastructure, and services must be convincing individually and as a whole.

EVs have been invented 100 years ago, but the age of eMobility has just begun. This makes it all the more important to catch up with the customer’s point of view right from the start. Only those who solve the pain points of today’s customers can win the customers of tomorrow.

There are still only a low percentage of users on the market. This makes surveys difficult. We have therefore set up a panel of over 1500 EV drivers and regularly conduct standardized surveys on our own behalf on the most important touchpoints.

Customer Journey Electromobility 1

Our Approach


1. SCALE THE USER

The customer’s view of the customer journey in electro mobility.

STANDARDISED QUESTIONINGS ON SELECTED TOUCHPOINTS IN eMOBILITY

We systematically ask EV drivers about their experiences with the entire eco-system of eMobility. For this purpose, we offer a detailed study for every important touchpoint in the eMobile customer journey:

PROPRIETARY SURVEYS (AD-HOC RESEARCH)

Additionally we offer our customers to benefit from our panel with more than 1500 experienced EV drivers for their specific questions.

Our panel consists mainly of owners of fully battery electric vehicles in German-speaking countries and a few plug-in hybrid drivers.

Customer Journey electromobility 2

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2. SCALE THE BUSINESS

Use e-mobility touchpoints along the customer journey for customer acquisition and retention.

ASKING THE RIGHT CUSTOMERS

Surveys of the average German on eMobility are not very helpful and often even harmful. Currently, the opinion of innovators and early adopters is the most relevant.

ASKING THE RIGHT QUESTIONS

eMobility offerings are far from being fully developed. At present, the focus is on questions of usage and product concepts. Satisfaction surveys will come later.

WORKING WITH THE CORRECT KPIs

All UScale studies deliver KPIs that enable vendors to manage their portfolios, product development and operations.

MAKING THE RIGHT BUSINESS DECISIONS

The offers of e-mobility are still a long way from fulfilling the so-called hygiene factors. Without it, startup will be difficult. Providers have to deliver here and ensure that e-mobility works. This is the only way to make the cake bigger for everyone. At the same time, there are first consolidations in the market. Providers have to decide which roles they want to take and strategically position themselves here in order to get the largest possible piece of the pie.

Customer Journey electro mobility 3

Our Customers


ENERGY SUPPLIER

We show utilities who uses which charging offer and why, how services compete and how utilities need to develop their offerings and customer processes to significantly improve their market success.

OEMs AND IMPORTERS

We show vehicle manufacturers how customers perceive different EV models, which features they need to improve with which priority and how.

eMOBILITY SERVICE PROVIDER

We show e-mobility service providers (eMSPs) the expectations and experiences of EV drivers with the different eMSP charging services and how they perform in competition. We help eMSPs to significantly improve their competitive position.

RETAILER OF VEHICLES, INFRASTRUCTURE, TRACTION CURRENT

We show multi-channel sales the expectations of EV drivers and their experiences with the retail of vehicles, infrastructure and services. We help retailers to significantly improve their competitive position.