From Harmony to Performance: Implementing Continuous Improvement in EV Charging - Part 2

Last week, I discussed how building an effective EV charging network is like conducting a band, requiring all elements to work in perfect harmony. Today, I wanted to share exactly how we put these principles into practice at Full Circle CI and show you some real results we're achieving with charge point operators.

Let me start with something that really matters to me: understanding the complete picture. When we work with charge point operators, we always begin with our "Charge Up Your Success" diagnostic tool. Think of it as our first rehearsal, as it reveals where we're hitting the right notes and where we might need some fine-tuning. What's fascinating is how different team members from the same organisation often have varying perspectives on their current performance. These differences aren't problems; they're opportunities for alignment and improvement.

Our "Plugging Into the Future" white paper revealed some insightful statistics: 74.6% of EV drivers we surveyed are satisfied with their ability to pay, and only 18.8% are happy with pricing transparency. This is about more than just customer satisfaction; it directly impacts charge point utilisation and revenue.

Clear pricing information is crucial for EV drivers, especially those on longer journeys or needing to charge at their destinations. While the UK Charge Point Regulations mandate pricing displays for all chargers, there is no standardised method across all networks.

All charging points should provide clear, consistent pricing information on the charger, using clear and simple-to-use signage nearby and on their own app if they have one. After all, only some people use apps like Zapmap or Octopus Electroverse , and in rural areas, poor mobile signals can make accessing these tools trickier (I've been in that situation myself).

The customer support aspect tells an equally important story. With 35.3% of EV drivers expressing dissatisfaction with customer support and 45.2% feeling their feedback falls on deaf ears, there's room for improvement. The UK Charge Point Regulations now mandate 24/7 customer support at charge points, recognising how crucial reliable support is for driver confidence. Those CPOs who embrace this requirement and go beyond the basics, offering truly comprehensive support systems, will stand out in an increasingly competitive market.

I'd like to share a real example from our experience. We recently worked with a leading UK-based EV charge point operator who faced challenges with inconsistent user experiences and underutilised infrastructure. Through our diagnostic tool, in-depth interviews with stakeholders across the organisation, and collaborative consultancy work, we uncovered the underlying causes of these disconnects. This thorough analysis gave them a clear picture of their current state and a prioritised roadmap for improvement with our support and help (we're definitely in for the long haul here).

The results were significant. The organisation saw notable improvements in team alignment, with a shared understanding of priorities driving cohesive action. Customer satisfaction increased substantially, as evidenced by more positive feedback from EV drivers. Most importantly, charge point utilisation rates improved, demonstrating increased user engagement and trust.

This success came through applying the principles of Kaizen that I mentioned last week. By focusing on incremental improvements and empowering staff to embrace a culture of continuous improvement, we helped this operator transform their service delivery. It wasn't about making dramatic changes; it was about creating sustainable, long-lasting improvements that resonated with their users.

Our approach is particularly effective in considering every touchpoint in the charging experience. When CPOs provide consistent, well-signposted pricing across their network, it builds the confidence that drivers need to rely on public charging. This transparency helps drivers decide where and the organisation they use to charge their vehicles. It creates trust in the network, a crucial factor in increasing utilisation rates and securing return on investment.

Next time you're at a charging station or hub, consider all the elements working together to create your experience. Like a well-rehearsed band, you enjoy the performance when everything's in harmony.

What changes would make the most significant difference to your charging experience?

Thanks for reading.

Liz

P.S. Are you a Charge Point Operator looking to enhance your performance? Start your improvement journey today by taking our Charge Up Your Success diagnostic at fullcircleci.co.uk/diagnostic