Understanding EV Charging Pain Points Through Deep Learning Analysis

Current and potential electric vehicle (EV) owners express concerns about the charging infrastructure, mentioning non-functional chargers, prolonged charging times, inconvenient charger locations, long wait times, and high costs as major barriers. Addressing these issues often requires analyzing actual vehicle charging data, which is typically proprietary and inconsistent due to diverse standards and protocols. To understand and improve the EV charging experience, customer reviews are typically used to identify common customer pain points (CPPs). However, there is not a comprehensive method to map customer reviews to a standardized set of CPPs. In collaboration with the National Charging Experience (ChargeX) Consortium, this study bridges these gaps by proposing a Systematic Categorization and Analysis of Large-scale EV-charging Reviews (SCALER) framework. SCALER is an integrated, deep learning framework that segments, actively labels, analyzes, and classifies EV charging customer reviews into six CPP categories. To test its effectiveness, we used SCALER to analyze over 72,000 reviews from customers charging various EV models on different networks across the United States. SCALER achieves a classification accuracy of 92.5%, with an F1 score exceeding 85.7%. By demonstrating real-world applications of SCALER, we enhance the industry’s ability to understand and address CPPs to improve the EV charging experience.