Key 2025 Study Results

• EV owners aren’t thrilled with cost of charging: Satisfaction with cost of charging among users of both Level 2 and DC fast chargers declines this year to 459 (-16 points) and 430 (-16), respectively. For users of DC fast chargers, the cost of charging – one of 10 factors on which the study is based – is the least satisfying aspect overall. “Part of the decrease is due to non-Tesla owners using Tesla Superchargers, which deliver a far less satisfying user experience relative to the costs incurred, in comparison to those of Tesla owners,” Gruber said. “Additionally, in previous years, many DC fast charging networks kept prices low as they developed their market presence, while manufacturers regularly offered free charging incentives with vehicle purchases. However, as the infrastructure market evolves and electricity rates rise, charging prices have increased significantly in some cases, directly affecting the overall EV ownership experience.”
• OEM-branded DC fast charging networks show strong early performance: Tesla’s Supercharger network continues to lead the DC fast charger (DCFC) segment in customer satisfaction with a score of 709, despite a 22-point decline from last year. However, non-Tesla automaker-operated networks, including the Mercedes-Benz Charging Network, Rivian Adventure Network and Ford Charge, collectively earn a satisfaction score of 709, on par with Tesla. These networks were not eligible for rank consideration in this year’s study due to their limited footprint, but early performance suggests manufacturers are successfully applying lessons from Tesla’s brand-level ecosystem. In comparison, third-party DCFC providers, which have the added challenge of targeting a broader audience, average a score of 591.
• Non-charge visits and availability vary by location: To understand better the EV charging experience, J.D. Power monitors non-charge visits and availability at public stations nationwide. The findings reveal that the Pacific region has the highest rate of non-charge visits (21%), with 12% of customers also reporting waiting times for an available charger. In contrast, the East South-Central region has the lowest incidence of both issues, just 7% for non-charge visits and 5% for waiting times. Among major cities, EV owners in Seattle (25%) and Los Angeles (24%) report high rates of unsuccessful charging attempts, while a greater share of drivers in San Francisco (18%) and Denver (14%) experience wait times to access chargers. By far, the most common reason for non-charge visits is the charger being out of service or not working properly, which affects 60% of failed charging visits.
• First-time EV owners are more satisfied than veteran EV owners: Across both public charging segments, satisfaction is higher among first-time EV owners compared with their more experienced counterparts. Overall satisfaction is 610 among first-time EV owners using Level 2 chargers and 592 among veteran EV owners. The satisfaction gap between newbies (654) and veterans (648) is smaller among DC fast charger users, however. A possible explanation for this trend is that veteran EV owners have higher expectations for technological advancements that aren’t quite being met by current vehicle and charger offerings.