Public EV Charging Experience Improves as OEM-Backed Networks Raise the Bar
The public electric vehicle charging experience in the United States is showing meaningful signs of improvement, even as overall growth in the electric vehicle (EV) market begins to moderate. New findings from the JD Power 2026 U.S. Electric Vehicle Experience (EVX) Public Charging Study indicate that drivers are encountering more reliable and satisfying charging experiences, particularly at DC fast-charging stations.
According to the latest study, satisfaction with DC fast charging has improved substantially during the past three quarters. At the same time, the percentage of EV owners who arrive at a public charging location but are unable to charge their vehicle has fallen to the lowest level recorded since the study began. The developments suggest that improvements in charging technology, site design, payment systems and network reliability are beginning to address some of the major concerns that have historically affected EV adoption.
The study is particularly significant because public charging has consistently been identified as one of the biggest obstacles for consumers considering an electric vehicle. While home charging remains an important part of EV ownership, drivers who travel longer distances or do not have convenient access to private charging depend heavily on public infrastructure.
DC Fast Charging Satisfaction Makes Strong Gains
The most significant improvement identified by the 2026 study is in the DC fast-charging segment.
Satisfaction with DC fast chargers increased 12 points year over year to 666 on a 1,000-point scale. The improvement was not limited to a single aspect of the charging experience. Instead, EV owners reported higher satisfaction across all 10 factors measured by the study.
The strongest gains included charger availability, safety at charging locations and the cost of charging. Charger availability improved by 27 points, while satisfaction with safety and charging costs each increased by 18 points.
These improvements are important because drivers often evaluate a charging network based on whether a charger is available when they arrive, whether the location feels safe and whether the charging session provides reasonable value.
Charging speed remains one of the most common concerns for EV owners. However, the study indicates that complaints about slow charging have improved significantly for DC fast chargers during recent quarters. The availability of newer, higher-powered charging equipment is helping reduce the amount of time drivers need to spend at charging stations.
The combination of faster chargers, larger charging sites and improved site amenities is contributing to a more predictable experience for EV drivers.
Level 2 Charging Faces a Different Challenge
While DC fast charging satisfaction is rising, public Level 2 charging has moved in the opposite direction.
Satisfaction with public Level 2 charging declined 12 points to 595, compared with the same period a year earlier. The decline was primarily associated with lower scores for ease of payment and ease of charging.
The contrasting results between the two charging categories highlight an important issue facing the industry. Expanding the number of charging stations alone may not be enough to improve the overall experience. Drivers also expect charging equipment to be easy to find, easy to operate and simple to pay for.
For charging providers, the results demonstrate the importance of maintaining existing equipment while also making the entire charging process more intuitive.
OEM-Backed Networks Are Raising Expectations
One of the most notable developments in the 2026 study is the performance of newer charging networks backed by automotive manufacturers.
Three OEM-backed DC fast-charging networks that became eligible for awards for the first time performed strongly in the study. Their largest advantages over the segment average were concentrated in areas that are especially important to EV drivers, including ease of charging, charging speed and charger availability.
In some categories, the advantages were more than 100 index points above the segment average.
The performance of these networks suggests that automakers are increasingly treating charging infrastructure as an extension of the vehicle ownership experience rather than as a separate service.
Drivers who purchase an EV expect the vehicle, charging system and supporting digital services to work together. When charging networks provide reliable equipment, convenient locations and straightforward payment processes, they can reduce the uncertainty associated with owning an EV.
According to Brent Gruber, executive director of EV solutions at JD Power, the newest generation of OEM-backed networks is demonstrating how public charging can be designed around the driver.
The emphasis on reliability, convenience and a seamless charging process can help address several of the concerns that have prevented some consumers from making the transition to electric vehicles.
IONNA Takes the Top Ranking
The 2026 study also identifies the highest-performing DC fast-charging networks based on overall customer satisfaction.
IONNA ranks first among DC fast-charging providers, receiving a score of 807 out of 1,000. Mercedes-Benz Charging Network follows with a score of 797, while Rivian Adventure Network ranks third with 755.
Only the DC fast-charger segment is award-eligible in the 2026 study, although JD Power continues to measure customer experiences across both DC fast-charging and Level 2 charging networks.
The rankings provide a useful benchmark for charging operators because they show how drivers perceive different aspects of the charging journey, rather than simply measuring the number of chargers installed.
For the industry, strong performance by newer networks could increase competitive pressure on established charging providers to improve reliability, site quality and customer service.
Failed Charging Visits Reach a Record Low
Reliability remains one of the most important issues in public charging, and the latest data points to encouraging progress.
The industrywide rate of non-charge visits fell to 12% during the most recent quarter, down from 14% during the same period a year earlier. This represents the lowest non-charge visit rate recorded in the history of the study.
A non-charge visit occurs when an EV driver arrives at a public charging location but is unable to charge the vehicle.
Such failures can have an outsized impact on consumer confidence. A driver who cannot charge when needed may experience delays, range anxiety and uncertainty about whether another nearby charger will work.
The reduction in failed charging attempts therefore represents more than an improvement in a single statistic. It indicates that charging networks are becoming more dependable at a time when public infrastructure is expected to support a growing EV population.
Newer OEM-backed networks recorded some of the lowest failure rates in the study, while established networks also showed improvement.
Charging Location Influences Satisfaction
The physical location of a charging station also has a significant influence on the driver’s experience.
The study found that satisfaction is highest when DC fast chargers are located in places where drivers can make productive use of their time while their vehicles charge.
Chargers located at hotels recorded a satisfaction score of 692, followed by those at gas stations and convenience stores at 689, and restaurants at 688.
These locations provide drivers with opportunities to eat, shop, use restrooms or otherwise occupy themselves while charging.
By comparison, chargers located at dealerships received a satisfaction score of 570, while stand-alone parking lots and garages scored 606.
The findings demonstrate that charging infrastructure is increasingly being judged not only by the performance of the charger itself but also by the overall environment surrounding the charging site.
A reliable charger in a convenient, safe and useful location can provide a substantially better experience than an equally powerful charger in an isolated or inconvenient location.
Payment and Ease of Use Remain Critical
Payment is another area where charging providers have an opportunity to improve the customer experience.
The decline in Level 2 satisfaction related partly to ease of payment, illustrating how seemingly simple steps can create frustration for drivers.
EV owners increasingly expect the same level of convenience they experience when purchasing fuel, food or other services. Complicated payment procedures, multiple accounts, incompatible applications or unclear pricing can make public charging feel unnecessarily difficult.
Newer charging networks are responding with more seamless payment options and integrated digital experiences. As these systems become more common, drivers may be less likely to encounter barriers when starting a charging session.
Public Charging Remains Central to EV Adoption
The importance of these developments extends beyond charging networks themselves.
JD Power data continues to show that public charging is the leading reason new-vehicle shoppers reject EVs. That makes improvements in reliability, convenience and charging speed particularly important for automakers and policymakers seeking to increase EV adoption.
As electric vehicle sales are expected to expand over the coming years, charging infrastructure will need to keep pace with demand.
A larger EV population means more vehicles competing for public chargers, particularly during holidays, long-distance travel periods and peak charging times. The industry therefore needs to improve both the quantity and quality of available infrastructure.
The latest study suggests that progress is already being made, especially within DC fast charging.
However, the weaker performance of public Level 2 charging demonstrates that significant challenges remain. Charging operators must continue improving equipment reliability, payment systems, location strategies and customer education.
Six Years of Tracking the EV Charging Experience
Now in its sixth year, the JD Power U.S. Electric Vehicle Experience Public Charging Study measures satisfaction among EV owners using two major types of public charging infrastructure: Level 2 charging stations and DC fast chargers.
The study evaluates customer satisfaction across 10 key factors:
- Ease of charging
- Speed of charging
- Physical condition of the charging station
- Availability of chargers
- Convenience of the location
- Things to do while charging
- Perceived safety at the location
- Ease of finding the location
- Cost of charging
- Ease of payment
The study was conducted in collaboration with PlugShare, an EV driver application and research company. By examining driver behavior, attitudes and satisfaction, the research provides charging providers with information that can help them identify weaknesses and improve the overall customer experience.
The 2026 study includes responses from 6,594 owners of battery electric vehicles and plug-in hybrid electric vehicles. Data was collected between January and June 2026.
A More Mature Charging Market
The findings point to a public charging market that is gradually becoming more mature.
The improvements in DC fast charging satisfaction, the reduction in failed charging visits and the strong performance of newer OEM-backed networks indicate that investments in charging infrastructure are beginning to deliver measurable benefits to consumers.
At the same time, the decline in Level 2 satisfaction shows that progress is uneven. Charging providers cannot focus solely on adding more charging points. They must also ensure that existing stations are dependable, easy to use, properly maintained and located where drivers actually want to stop.
For automakers, charging providers and the broader EV industry, the message is clear: the quality of the charging experience can be just as important as the number of chargers available.
As EV adoption expands, drivers will increasingly expect public charging to be fast, reliable, convenient and predictable. The networks that successfully deliver those qualities are likely to play an important role in building consumer confidence.
The 2026 JD Power findings provide encouraging evidence that the industry is moving in that direction. DC fast charging is setting a higher standard, OEM-backed networks are increasing competition, and failed charging visits are declining. The next challenge will be ensuring that those improvements extend across the entire public charging ecosystem, including Level 2 infrastructure.
If charging providers can maintain this momentum while addressing remaining weaknesses, the public charging experience could become a significantly smaller barrier to EV adoption—and a stronger foundation for the next stage of growth in the electric vehicle market.
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