The increase in funding for private charging infrastructure decided by the EU Commission and the federal government is a reaction to the rapidly growing number of e-car drivers and the associated increase in demand for private charging solutions. There is a lot of talk about female e-car drivers, but rarely with them.
We asked 2,500 e-car buyers in detail about their experiences in the information, purchase and re-purchase process of their private charging infrastructure. The results provide information about the information and service needs of today’s users and show optimization potential for manufacturers, service providers and regulators.
Promotion of private charging infrastructure fulfills its purpose and contributes to the energy transition
In the search process for a private charging solution, the topic of funding and eligibility for charging infrastructure is one of the top 3 information needs. Only information about intelligent technology components is searched more often.
While in 2020 the decision to buy wallboxes was roughly equally made for smart (49%) and simple (51%) wallboxes, the share of smart wallboxes has already increased by 15 percentage points to 64% in 2021.
Trend towards intelligent systems: The majority of those surveyed stated that they wanted to know about networking their charging system with, for example, PV system, smart home or bidirectional charging option. As a result, the respondents see the e-car not just as a vehicle, but as part of the energy transition. The steering effect of the federal government intended with the funding therefore takes effect.
Deficits in industry and trade on the way to private charging infrastructure
Poor availability of craftsmen and technology
Numerous study participants complain about poor availability of craftsmen and long delivery times of private charging solutions.
“ Many of the electricians contacted did not even respond to requests for quotations. Those who did it were calling out absurdly high prices. One even admitted to doing this as a deterrent, since you have enough to do and prefer to accept large orders. “Study participants, May 2021
“There is no cross-manufacturer comparison of functions. Especially when it comes to connecting to the smarthome.”Study participants, May 2021
High effort in obtaining information
The more complex the technology, the greater the need for information. 17% of respondents complain about a high effort in obtaining information as their biggest barrier in the search process.
Strong dependencies on third parties
Special case of apartment buildings: For 19% of the respondents, strong dependencies on third parties, e.g. on the financial market, represent a major problem. landlords and co-owners is the biggest barrier.
“The owners’ meeting, which only takes place once a year, makes planning with recourse to the current funding almost impossible.”Study participants, May 2020
Great disappointment with the post-purchase service for private charging infrastructure
Once the private charging infrastructure is installed, the drama is not over yet. The experience of the post-purchase process is sobering:
- Hotline: Only 51% rate the assistance received with problems as “good”.
- After-sales service: Only 53% of respondents are satisfied with the after-sales service.
- Recommendation: Only 43% of respondents would recommend their manufacturer’s service partner to a friend.
UScale focus studies: User studies on electromobility
Since 2018, UScale has been systematically surveying e-car drivers about their expectations and experiences at all touchpoints of the e-mobile customer journey. For more information on the UScale focus studies, please see HERE.
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