Data-Driven Solutions to Enhance the EV Charging Experience
As the electric vehicle (EV) market continues to grow, EVgo is driving innovation to enhance the end-to-end customer experience by leveraging network data, automation, and driver feedback. This includes streamlining payments with Autocharge+ to increase charge success rates, deploying more high-power 350kW chargers, and building larger footprint sites to meet increased demand for fast charging. While we’ve made considerable progress, there is still more work to be done, so, we’re investing in state-of-the-art hardware and growing our talent to drive further advancements.
Our cross-functional team of experts—including engineers, product managers, customer operation specialists, data analysts, and field technicians—is dedicated to delivering a seamless charging experience and work together to identify and resolve pain points, leading to consistent improvements in customer satisfaction.
The Power of Charging Data: The Canary Model
Our network data serves as the backbone of our efforts to optimize the EV charging experience for our customers. Last year, we launched the Canary Model™, a powerful performance monitoring tool that automatically identifies and analyzes patterns to diagnose charger issues. In the fourth quarter of 2024, it processed 310 million charger communication messages into 7.6 million visualized data points, or "chirps."
Much like a canary in the coal mine, the tool chirps or signals when error signatures are detected, creating automatic alerts and field service tickets for faster resolution. By visualizing data at the connector level, we can more quickly locate and resolve issues. While a single chirp might seem insignificant, the accumulation of signals over time, combined with other data such as survey feedback and charging curves, provides a comprehensive understanding for effective root cause analysis.
We also gather feedback from technicians who perform station repairs, and from customer service team members who interact with our drivers. This feedback often highlights common issues, such as timeout challenges and customers attempting to initiate a session before a connection is complete. To address these hurdles, we updated charger firmware to feature detailed step-by-step charging instructions and progress bars on charger screens.
By proactively testing the charging process from the customer’s perspective, our EVgo Roadrunners team learns about issues not always detected in network data, such as faded or damaged charger screens or chipped DC charging pins that impede a secure connection to a charging port. Our in-person interactions with customers also give us the opportunity to hear first-hand experiences from drivers and offer charging tips or technical guidance if needed.
Implementing Solutions
After analyzing all our data sources, we implement a range of solutions across our software and hardware to address customer pain points. For example, we upgraded charger antennae to boost internet connectivity, leading to a nearly 70% reduction in downtime from Q1 2024 vs. Q4 2024. We also updated charger software to continuously monitor cable signals and alert us of any signal loss—whether due to a drop, cable breakage, or intentional damage.
Looking ahead, EVgo is developing next-generation EV charging architecture that will include advanced software, all-in-one power electronics, contactless payment interfaces, ultra high-power dispensers, extended cable lengths, and more. By integrating these innovative features, EVgo aims to set a new standard for customer satisfaction.
Customer feedback and data-driven insights are essential for our continuous improvement and innovation. By combining technical network data and observations from the field, we can identify areas for enhancement and implement proactive solutions. Through these efforts, we aim to not only meet but exceed customer expectations, and deliver consistently seamless and reliable charging experiences.