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DOE OSTI · 3029278

Customer-Focused Key Performance Indicators for Electric Vehicle Charging

Quinn, Casey W. [Idaho National Laboratory (INL), Idaho Falls, ID (United States)] (ORCID:0000000268025250)·Cardinali, Sarah [National Renewable Energy Laboratory (NREL), Golden, CO (United States)]·Clifford, Jason [Idaho National Laboratory (INL), Idaho Falls, ID (United States)]·Houck, Kaleb [Idaho National Laboratory (INL), Idaho Falls, ID (United States)] (ORCID:0009000232308336)·Moriarty, Kristi [National Renewable Energy Laboratory (NREL), Golden, CO (United States)]·Savargaonkar, Mayuresh [Idaho National Laboratory (INL), Idaho Falls, ID (United States)] (ORCID:0000000169584882)·Smart, John G. [Idaho National Laboratory (INL), Idaho Falls, ID (United States)] (ORCID:0000000266489545)·Smith, David Estes [Idaho National Laboratory (INL), Idaho Falls, ID (United States)]·Varghese, Benny J. [Idaho National Laboratory (INL), Idaho Falls, ID (United States)]
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Abstract

To systematically improve the public charging experience, EV charging industry stakeholders need to define and measure it precisely. Many stakeholders currently measure aspects of the charging experience, but they typically employ metrics that are either operational in nature, such as charger uptime and mean time between failures, or composite customer satisfaction indices. To improve the customer experience most effectively, the industry needs metrics that define the charging experience from the perspective of the customer, not business operations. Furthermore, industry practitioners need granular metrics to know what specific aspects of the charging experience need improvement. This report defines such customer-focused metrics, called key performance indicators (KPIs).

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33 - ADVANCED PROPULSION SYSTEMS33 ADVANCED PROPULSION SYSTEMSChargeXCharging Station OperatorElectric VehicleElectric Vehicle Supply EquipmentKey Performance IndicatorOpen Charge Point Protocol

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BibTeXRIS

Quinn, Casey W. [Idaho National Laboratory (INL), Idaho Falls, ID (United States)] (ORCID:0000000268025250), Cardinali, Sarah [National Renewable Energy Laboratory (NREL), Golden, CO (United States)], Clifford, Jason [Idaho National Laboratory (INL), Idaho Falls, ID (United States)], Houck, Kaleb [Idaho National Laboratory (INL), Idaho Falls, ID (United States)] (ORCID:0009000232308336), Moriarty, Kristi [National Renewable Energy Laboratory (NREL), Golden, CO (United States)], Savargaonkar, Mayuresh [Idaho National Laboratory (INL), Idaho Falls, ID (United States)] (ORCID:0000000169584882), Smart, John G. [Idaho National Laboratory (INL), Idaho Falls, ID (United States)] (ORCID:0000000266489545), Smith, David Estes [Idaho National Laboratory (INL), Idaho Falls, ID (United States)], Varghese, Benny J. [Idaho National Laboratory (INL), Idaho Falls, ID (United States)]. 2025-05-07. Customer-Focused Key Performance Indicators for Electric Vehicle Charging. https://doi.org/10.2172/3029278

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