Customer Reviews (500)

yeah lg • 2025-03-28T09:09:01-07:00

Well, all the directions on all 12 chargers not one of them worked that’s probably why nobody was here

Maui Jewels • 2025-03-27T16:30:53-07:00

Kahului maui stations always work and are fast if you get the 150kw station.

Levsum2 • 2025-03-27T06:47:32-07:00

Easy to connect

Summary of Key Insights

The EV Connect app receives mixed reviews, with a notable polarization in user experiences. While a significant portion of users (61%) award the app a 5-star rating, a substantial number (22.6%) give it a 1 or 2-star rating, indicating significant issues for some users. Key strengths include ease of use when the app and chargers function correctly, availability of charging stations in certain areas, and Apple Pay integration. Weaknesses primarily revolve around charger reliability, inconsistent charging speeds, inaccurate station information, and issues with the app itself (e.g., crashing, login problems, excessive holds on credit cards). The overall sentiment is cautiously optimistic, as many users appreciate the potential of the app but are frequently let down by its execution.

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Reviews appear to be recent, spanning up to August 23, 2024.
  • Analysis Methods:
    • Sentiment Analysis: Categorizing reviews as positive, negative, or neutral based on the language used.
    • Keyword Extraction: Identifying frequently used words and phrases to pinpoint common themes and issues.
    • Frequency Analysis: Counting the occurrence of specific problems and feature requests.

Key User Pain Points

  • Charger Reliability: A large number of users report that chargers are frequently broken, out of service, or provide inconsistent charging speeds. This is the most significant pain point.
  • App Issues: Many users experience problems with the app itself, including crashes, login difficulties, and errors connecting to chargers.
  • Inaccurate Station Information: The app sometimes displays incorrect information about station availability, charger speeds, and pricing.
  • Payment Issues: Users complain about excessive holds on credit cards, incorrect charges, and difficulties with payment processing.
  • High Pricing: Some users find the charging costs to be too expensive compared to other charging networks or home charging.
  • Slow Charging Speeds: Many users report charging speeds that are significantly lower than advertised.
  • Station Identification Problems: Difficulty identifying the correct charger number at the station.
  • "Icing" of EV Parking Spots: Non-EV vehicles parked in EV charging spots.
  • Idle Fees: Unexpected and high idle fees when leaving the car plugged in.

Frequently Requested Features

  • Improved App Reliability: Users want a more stable and bug-free app experience.
  • Real-time Charger Status Updates: More accurate and up-to-date information about charger availability and functionality.
  • Password Management Improvements: Easier login process and password storage.
  • More Payment Options: Greater flexibility in payment methods, including tap-to-pay functionality at the charger itself without requiring the app.
  • Charging Graph/Trend Data: Detailed information on charging rate and progress.
  • Pre-Authorization Amount Reduction: Reducing the amount of the pre-authorization hold on credit cards.
  • More Charging Stations: Increased availability of EV Connect chargers in more locations.
  • Improved Notifications: More reliable notifications regarding charging status and completion.
  • Better Signage and Station Numbering: Clearer identification of charger numbers at the stations.

Strengths and Positive Aspects

  • Ease of Use (When Functional): Many users find the app easy to use and navigate when it works correctly.
  • Apple Pay Integration: The ability to use Apple Pay for payments is appreciated.
  • Availability in Some Areas: Users in certain locations appreciate the availability of EV Connect chargers.
  • Customer Service (Sometimes): Some users have had positive experiences with customer service representatives.
  • Clean and Safe Locations: Some users praise the cleanliness and safety of the charging locations.
  • Fast Charging (When Available): Some users have experienced fast charging speeds.

Prioritized Action Recommendations

High Priority:

  1. Improve Charger Reliability: Implement a robust maintenance program to ensure chargers are consistently operational and deliver advertised speeds. This includes remote monitoring and proactive repairs.
  2. Enhance App Stability and Performance: Address app crashes, login issues, and connection errors through rigorous testing and code optimization.
  3. Provide Accurate Station Information: Implement a real-time data feed to update charger availability, functionality, and pricing accurately.
  4. Address Payment Issues: Reduce pre-authorization hold amounts, streamline payment processing, and provide clear communication about charges.

Medium Priority:

  1. Optimize Charging Speeds: Ensure chargers deliver advertised speeds and investigate factors that may be limiting performance.
  2. Improve Station Identification: Implement clearer signage and numbering at charging stations.
  3. Enhance Customer Support: Provide more comprehensive training to customer service representatives and reduce wait times.
  4. Implement "Icing" Prevention: Work with location partners to enforce EV parking spot policies.

Low Priority:

  1. Add Charging Graph/Trend Data: Include more detailed charging information in the app.
  2. Improve Password Management: Simplify the login process and offer password storage options.
  3. Increase Payment Options: Explore alternative payment methods, such as tap-to-pay functionality at the charger.

Opportunities for Startup Ideas

  1. Predictive Maintenance Platform for EV Chargers: A service that uses machine learning to predict charger failures and schedule preventative maintenance.
  2. EV Charging Concierge Service: A subscription service that guarantees access to reliable charging stations and provides assistance with charging logistics.
  3. EV Charging Station Rating and Review Platform: A platform dedicated to providing detailed reviews and ratings of EV charging stations, including real-time status updates and user feedback.
  4. Dynamic Pricing for EV Charging: A system that adjusts charging prices based on demand and grid conditions to optimize energy usage and reduce costs.

Trends and Observations

  • Language Preferences: Most reviews are in English, with a few in Spanish ("Está la verga carga bien el carro," "Muy económico," "Nuevo, muy bueno para cargar," "Lo mejores").
  • Location-Specific Issues: Many reviews mention specific locations (e.g., Kahului Maui, Alhambra, Stewart's) and their unique problems or benefits.
  • Dealership Dependence: A significant number of chargers are located at car dealerships, which can lead to access issues or specific pricing policies.
  • Recurring Technical Problems: Certain technical issues (e.g., charger disconnections, app crashes) are reported repeatedly, indicating systemic problems.
  • Price Sensitivity: Users are highly sensitive to charging prices, particularly when they perceive them as excessive or inconsistent.

Conclusion

The EV Connect app has the potential to be a valuable tool for EV drivers, but its current execution is hampered by reliability issues and inconsistent performance. Addressing the prioritized action recommendations, particularly those related to charger reliability and app stability, is crucial for improving user satisfaction and driving adoption. By focusing on these key areas, EV Connect can enhance its reputation and solidify its position in the competitive EV charging market.

Original App Link

https://apps.apple.com/us/app/ev-connect/id1197712470?uo=2