This comprehensive maintenance program is focused on bolstering reliability and elevating the customer experience. The ReNew program consists of six pillars that outline the company’s approach to reliability: resilience, prevention, diagnostics, rapid response, analysis, and continuous customer service.
In addition to its work to enhance network uptime through the ReNew program, EVgo is also now tracking “One & Done” success rates, a measure of a driver’s ability to successfully initiate a charging session on the first attempt. Looking at One & Done rates provides more nuanced insight into the customer experience than a standalone uptime metric. It helps EVgo diagnose root causes of unsuccessful charging attempts, whether due to charging equipment, vehicle interoperability, customer education, or other factors. The company’s goal is to achieve One & Done success rates of over 95% by the end of 2023, and has already improved six percentage points over the first six months of the year through its investments in ReNew.
“We launched EVgo ReNew in January because we know charging infrastructure reliability is key to strengthening consumer confidence in EVs and propelling the massive market transformation needed to achieve an all-electric future,” said Dennis Kish, chief operating officer at EVgo. “EVgo is creating the fast-charging network that all EV drivers deserve, and we’ll continue to bolster our network to help deliver a truly seamless customer experience for everyone who plugs into an EVgo fast charger.”
Complementary to ReNew are EVgo’s efforts to develop customer education programs, including Charge Talk, a video series focused on answering EV drivers’ biggest EV charging questions, and a new QR code campaign at select stations that links to “charging 101” toolkits with videos and how-to content to help new EV drivers successfully charge for the first time. The company also launched dealership education pilots with two automaker partners to equip dealer staff with resources to support customers purchasing or leasing an EV for the first time.
Drawing from more than a decade of experience deploying fast charging infrastructure, as well as extensive technical expertise from the engineering team at its Innovation Lab, EVgo also released a new best practice guide on charger reliability through its Connect the Watts initiative. The document outlines best practices to address ecosystem-wide issues at the root to solve charger reliability, with a focus on codes and standards improvements, vehicle interoperability and more
