Owners not always happy with EV apps
While most vehicle owners use the mobile apps offered by the automaker, those who drive electric vehicles (EVS) rely on theirs the most.
According to a new study by J.D. Power, more than half of EV drivers use their vehicle brand’s app for at least half the time they’re driving — but they’re not always happy with the way the app performs.
“For the most part, owners are still very dissatisfied with the functionality and speed of the EV apps that are on the market,” said Jason Norton, senior manager of global automotive consulting.
“Manufacturers need greater focus on these critical areas, creating a user experience which aligns with other frequently-used consumer apps.
“For instance, banking customers would probably not wait 60 seconds to view their account balances on their bank’s app, so why would EV owners wait that long to confirm that their vehicle doors are locked?”
Among the available apps for EVS, the study found that the top-performing ones were from Ford, Tesla, Hyundai, Kia and Genesis.
Apps from new brands in the EV market, such as Lucid and Rivian, fell short in charging functionality, app speed and general content offered.
J.D. Power said start-up brands need to “better understand consumer expectations” and provide content their apps may currently be missing, such as the ability to find charging stations, set up the charging process and provide information on electric driving and technology.
The study also found the following:
Charging is the big deal. Seventy per cent of EV owners surveyed said they used their app “at least every other drive” to monitor their available range and their charging process.
Most charged their vehicle at home, but even so, 85 per cent said they want the ability to find public charging stations if they need one when they’re driving.
Users want more features. Of the 20 most-common app features, 15 per cent were cited as “desirable” by 70 per cent of EV owners — but only eight of them are widely available.
Many also wanted advanced features, such as the ability to use their phone as their vehicle key, which are only offered by a few automakers.
Dealers need to get involved. The apps need to be explained by dealership personnel when the vehicle is sold.
Thirty-two per cent of EV owners said they’d never used their EV apps because they didn’t know how to do so.
EV owners don’t want to pay for their apps. The main reason owners stop using their apps is that the free trial period has expired.
They are not willing to pay for an automaker’s EV app, especially if that brand previously offered it for free, but now wants to be paid for it.