Electric vehicles have been growing in popularity, but recent studies have revealed that overall owner satisfaction is on the decline. As electric cars become more commonplace and issues surface with recall rates and service advisor knowledge, customers are feeling the impact. J.D. Power’s 2023 U.S. Customer Service Index (CSI) Study and U.S. Electric Vehicle Experience (EVX) Home Charging Study were conducted to better understand the issues that owners are facing.
The CSI Study found that overall satisfaction with EVs dropped two points in 2023 from the previous year, with customer service satisfaction being the driving force behind the decline. This can be attributed to the high number of recalls and issues with service advisors being unknowledgeable. In comparison to gas-powered vehicles, owners of EVs gave service advisor knowledge a score of 8.01 out of 10, a 42 point difference from gas vehicle owners.
Price increases for electricity and slow charging rates when charging at home were two other issues raised with the EVX Home Charging Study. Furthermore, owners are waiting longer than ever to get an appointment at the dealership, which could affect the overall satisfaction that customers have when it comes to servicing their EVs.
Fortunately, the luxury automakers Lexus, Porsche, Cadillac, and Infiniti scored well in customer satisfaction. Meanwhile, the study claims that Mitsubishi, Mazda, Buick, and Subaru are scoring well among mass-market automakers.
Chris Sutton, vice president of automotive retail at J.D. Power, stated that as the electric vehicle market continues to grow, service must be a major factor in customer satisfaction – something that is not yet being seen yet. It’s important for EV owners to be more aware of the issues that can arise when it comes to vehicle recall problems and service advisor knowledge. These are two key problems that EV owners must take into account when owning their vehicle. By making sure that the customer experience is balanced and creates a positive outlook, it will make sure that electric vehicles succeed in the long run.
