EV Charging Infrastructure: Managing Service Quality, and Customer Experience

Synopsis

• How to establish clear Service Level Agreements (SLAs) to define responsibilities between Charge Point Operators (CPOs) and site owners.
• Developing robust customer complaint handling processes to address charger failures effectively.
• How to take a more active role in managing reputational risk
• What does good post-installation fault management and accountability look like?
• How can revenue-sharing agreements align incentives for better maintenance?
• What industry-wide best practices could improve uptime and transparency