EV Public Charging Payment Clarity & Reliability Survey

Welcome! This short survey (approximately 10 minutes) asks about your experiences with pricing clarity and payment reliability at public EV charging stations over the last 30 days. Your participation is entirely voluntary and you may stop at any time. There are no right or wrong answers—we are interested in your honest opinions. All responses are confidential, anonymized, and reported only in aggregate to help improve the public charging experience.

Have you used a public EV charger in the last 30 days?

• Yes
• No

Approximately how many public charging sessions did you complete in the last 30 days?

• 1–2 sessions
• 3–5 sessions
• 6–10 sessions
• 11–20 sessions
• More than 20 sessions

Before you start a charging session, how is pricing typically displayed? Select the option that best matches your most common experience.

• Price per kWh only
• Price per minute only
• Per kWh + session fee
• Per minute + session fee
• Tiered by charger power level
• Dynamic pricing (varies by demand or time of day)
• Price not shown before starting
• It varies too much by location/operator to say
• Other (please specify)

In the last 30 days, how often did your first payment attempt succeed without any issues?

Overall, how fair do you feel the prices were that you paid at public chargers in the last 30 days?

Based on your experiences, what one thing would most improve payment clarity or reliability at public EV chargers?

What type of electric vehicle do you primarily drive?

• Battery electric vehicle (BEV)
• Plug-in hybrid (PHEV)
• Other

Thank you for completing this survey. Your feedback will help improve the public EV charging experience. If you have any questions about this research, please contact the study team.

In the last 30 days, which payment methods did you use at public EV chargers? Select all that apply.

• Contactless card (tap)
• Chip-and-PIN card
• Mobile wallet (Apple Pay / Google Pay)
• Network mobile app
• RFID card or fob
• QR code to web checkout
• Plug & Charge (ISO 15118)
• Other (please specify)

Overall, how clear was the pricing information displayed at public chargers you used in the last 30 days?

Approximately how many times did a payment attempt fail at a public charger in the last 30 days?

• 0 — no failures
• 1–2 times
• 3–5 times
• 6 or more times

How likely are you to recommend the public charging network you use most often to another EV driver?

Thank you for your written response. I'd like to explore your thoughts a bit further. Could you tell me more about a specific experience where payment clarity or reliability affected your charging session?

In which region do you primarily use public chargers?

• North America
• UK & Ireland
• Europe (excluding UK & Ireland)
• Australia & New Zealand
• Asia (excluding Middle East)
• Middle East
• Africa
• Latin America & Caribbean

Which charger types do you use most often? Select all that apply.

• On-street slow AC (≤7 kW)
• Level 2 AC (up to ~22 kW)
• DC fast (50–149 kW)
• High-power DC (150 kW+)

Which of the following payment issues, if any, did you experience at a public charger in the last 30 days? Select all that apply.

• Card reader malfunction
• App or network error
• Poor mobile signal or connectivity
• Card unexpectedly declined
• Price mismatch or pricing confusion
• QR code or URL not working
• Account authentication timeout
• Other (please specify)
• I did not experience any payment issues

What is your age?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

Thinking of your most recent payment failure, how did you resolve it?

• Retried the same method at the same charger
• Switched to a different payment method at the same charger
• Moved to another charger at the same site
• Drove to a different site or operator
• Called support and it was resolved
• Abandoned the session entirely

What is your gender?

• Man
• Woman
• Non-binary
• Prefer not to say

How helpful was the charging support you contacted?