EV Charger Uptime Report - Flipbook - Page 11
In addition to the cost and time involved in repairing public EV fast chargers, there is also the issue of customer loyalty to
consider. When chargers go offline or experience extended downtime, it has a negative impact on the customer experience
and, ultimately, customer loyalty.
EV drivers rely on fast chargers for convenient and reliable charging, and it can be frustrating when these chargers are
unavailable. This can lead to negative feelings toward the overall brand of a CPO’s network and result in a loss of customers
as EV drivers seek out other charging options that are more reliable and convenient.
The reliability of public EV fast chargers is crucial for maintaining customer loyalty and promoting the growth of the
electric vehicle market. CPOs must work to find solutions to the reliability issues, such as remote monitoring and proactive
maintenance, in order to ensure that the charging network is available and convenient for EV drivers when they need it.
“
If drivers cannot depend on
charging their EVs quickly and
conveniently at your station,
they will find alternatives.
EV charger infrastructure
repair and maintenance is
directly related to your overall
customer experience.
“
THE IMPACT OF CHARGER DOWNTIME
ON CUSTOMER LOYALTY
Thomas Caldwell
Technology Council Member
Forbes
Source: Forbes, EV Charger Reliability Is Critical
C O N S I D E R T H E S E K E Y C U S T O M E R L O YA LT Y S TAT I S T I C S :
33%
60%
$$$$$$$$$
$$$$$$$$$
x25
$$$$$$$$$
Negative experiences can have a major impact on
customer loyalty. In a study by NewVoiceMedia, it
was found that just one bad customer experience
can reduce customer loyalty by as much as 33%.
The majority of customers who have a bad experience
won’t return to the company. According to research from
customer experience management company Qualtrics,
60% of customers who have a poor experience with a
company will not return, while only 20% of customers
who have a good experience will not return.
The cost of losing a customer can be substantial.
According to research by Invesp, it can cost up
to 25 times more to acquire a new customer than
it does to retain an existing one. Additionally, a
5% increase in customer retention can lead to a
25-95% increase in profit.
franklinevsystems.com
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