The electric vehicle (EV) market in the UK is experiencing rapid growth, driven by the UK Government's ambitious targets for reducing carbon emissions and the increasing adoption of EVs by consumers. However, this growth brings with it a set of challenges, particularly around EV charging infrastructure.
This blog explores the current state of the EV charging industry in the UK, the changing regulatory landscape, and the critical role of customer service in addressing these challenges. We will also highlight how the right partner can contribute to improving the EV charging experience for customers.
Changing regulations
The UK Government has introduced several regulations to support the transition to electric vehicles and improve the charging infrastructure. One of the key changes is the Zero Emission Vehicle (ZEV) mandate, which requires that 80% of new cars and 70% of new vans sold in Great Britain be zero emission by 2030, increasing to 100% by 2035. This is backed by over £2 billion in government investment to expand charging infrastructure and incentivise zero emission vehicles.
Additionally, new laws have been passed to make EV charging easier, quicker, and more reliable. This will ensure that prices across chargepoints are transparent and easy to compare, and that a large proportion of newly installed public charge points have contactless payment options. Providers are also required to open their data, to allow drivers to easily locate a suitable charge point. These measures aim to improve the overall EV charging experience and support the UK's goal of achieving net zero emissions by 2050.
Market updates
As of August 2024, the UK had 68,273 public EV charging points, representing a 41% increase from the previous year. The market is expected to reach a value of £3.9 billion by 2030. This growth is driven by the increasing adoption of EVs, with approximately 1.1 million fully electric cars on UK roads as of April 2024. The Government's earlier commitment to banning new petrol and diesel car sales by 2030 has played a significant role in this growth.
However, the rapid expansion of the EV charging infrastructure also presents challenges. Two key issues are the uneven distribution of charging points across the country and the utilisation rate of these chargers. While Greater London leads with the highest volume and density of charging points, other regions, particularly in the north of England and Wales, face charging ‘deserts’ with EV drivers struggling to source appropriate charge points and effectively plan journeys. Addressing this disparity in distribution and ensuring optimal utilisation that balances demand and return on investment is crucial to ensuring EV owners have access to reliable charging infrastructure.
Customer service challenges
As the EV charging market grows, so does the complexity of the customer journey. Many consumers are new to EVs and may need assistance navigating the different makes, models, and charging options available. The EV customer journey involves multiple touchpoints, including purchasing the vehicle, setting up home charging, finding public charging points, and dealing with any issues that arise during charging. Each of these touchpoints presents potential points of friction and failure, making customer service a critical component of the EV charging experience.
One of the main challenges in customer service for the EV charging industry is providing timely and effective support. EV owners may encounter issues such as faulty charging points, difficulties in locating available chargers, or problems with payment methods. Providing 24/7 customer support, including remote technical support and multilingual assistance, is essential to address these issues and ensure a positive customer experience.
The role of service providers
Service providers play a crucial role in enhancing the EV charging experience for customers. Critical expertise in customer service and technical support can help address the challenges faced by EV owners and improve the overall charging experience.
At Capita, our comprehensive customer support services, including call centre agent support with 24/7 availability, remote technical support, and system handling can help EV owners resolve issues quickly and efficiently.
As EV adoption in the UK expands across regions and demographics, our multilingual capabilities ensure that all customers can access the assistance they need.
In addition to customer support, we can also contribute to improving the EV charging infrastructure. By collaborating with local authorities and businesses, we can help expand the network of charging points and address the issue of charging ‘deserts’ in underserved areas.
Ready to lead the charge?
The electric vehicle charging industry in the UK is at a critical juncture, with rapid growth and evolving regulation shaping the future market. While the expansion of the EV charging infrastructure presents opportunities, it also brings customer service challenges. Through the provision of comprehensive customer support Capita can help providers offer a seamless customer experience as consumers navigate new technology as well as supporting the transition to electric vehicles and the UK's goal of achieving net zero emissions by 2050.
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