Sign up for our popular daily email to catch all the latest EV news!
The electric vehicle (EV) charging landscape is evolving rapidly, but persistent reliability issues continue to hinder widespread adoption. ChargerHelp’s latest analysis underscores a critical shift in how the industry measures success, highlighting that traditional uptime metrics fall short of capturing the true driver experience. Drawing from extensive data, the report advocates for the first-time charge success rate (FTCSR) as a superior gauge of infrastructure performance, revealing stark declines in reliability as chargers age.
Key Highlights
- Nearly one-third of charging attempts fail, despite reported uptime improvements to 98.7–99.9%, with over 100,000 sessions analyzed across 2,400 chargers.
- FTCSR emerges as the key metric, reflecting actual driver success on the first try, unlike uptime which ignores initiation failures.
- Aging stations show sharp drops: New chargers average 85% success, falling below 70% by year three, exposing long-term risks.
- Short-term fixes like hardware swaps offer temporary relief but fail to address deeper issues, calling for preventative maintenance.
- Top sites feature high-power chargers, multiple ports, longer cables, easy payments, and amenities like covered parking to boost user satisfaction.
- Partners including Plug In America and Paren contributed insights to the comprehensive study.
This report, the second annual from ChargerHelp, provides actionable insights for stakeholders aiming to build trust in EV infrastructure. As 64% of Americans now live within two miles of a charging station, bridging the gap between availability and usability becomes paramount. The analysis, informed by real-world data, paints a picture of progress tempered by hidden vulnerabilities. While uptime metrics suggest near-perfect operations, the reality for drivers tells a different story: more than one-third of failures occur on seemingly operational chargers, leading to retries, resets, and frustration.
Kameale Terry, CEO of ChargerHelp, emphasized the disconnect: “Uptime tells us if a charger is available, but it doesn’t tell us if a driver can actually plug in and get a charge on the first attempt.” This sentiment echoes across industry voices, including Will Hotchkiss, GM Energy’s COO and head of public charging, who stressed the responsibility to resolve these challenges for all-electric futures. Bill Ferro, Co-Founder and Chief Technology Officer of Paren, added that “reliable, user-friendly charging is the linchpin of mass EV adoption,” urging a pivot from reactive repairs to proactive strategies.
Delving deeper, the report exposes how aging infrastructure erodes reliability over time. A 15-point decline in success rates within three years highlights that quick interventions, such as site refreshes, mask underlying problems like compatibility issues and outdated firmware. These gaps arise because many sites lack future-proof design, struggling with evolving vehicle standards and software updates. To counter this, ChargerHelp recommends standardizing firmware deployment and rethinking planning to prioritize long-term resiliency, potentially slashing costs and disruptions.
Looking ahead, emulating high-performing sites offers a blueprint for success. These locations prioritize user-centered features: higher-powered outlets for faster charging, multiple ports to reduce wait times, extended cables for varied vehicle shapes, seamless payment systems, and conveniences like restrooms and shelters. By focusing on these elements, the industry can transform charging from a pain point into a seamless experience akin to refueling at a gas station.
ChargerHelp, dedicated exclusively to EVSE operations and maintenance, has serviced thousands of chargers across 47 states, repairing over 30,000 failures through its EMPWR platform and Reliability-as-a-Service model. For the full 2025 EV Charging Reliability Report, visit their site. As EV adoption accelerates, adopting FTCSR and preventive measures will be essential to fostering confidence among drivers and scaling infrastructure effectively.
Sign up for our popular daily email to catch all the latest EV news!
