Electric vehicle (EV) brands are not perfect, and according to a recent report, they are lagging behind their ICE counterparts in terms of customer service.
A study conducted by Pied Piper found that all four electric-exclusive brands in the United States in the bottom quarter of their Pied Piper Prospect Satisfaction Index (PSI) rankings.
The PSI rankings uses 70 best-practice behaviours to measure retail service performance. This includes:
- Web-response categories
- Salesperson attentiveness
- Availability of financing options and;
- How quickly a dealership responded to an online inquiry
Pied Piper used telephonic communication to sub in for in-person scores if a company did not have a physical dealership.
The four all-electric brands, Tesla, Lucid, Polestar and Rivian, ranked in the bottom quarter of the 25 brands that were included in the study.
Tesla’s in-person PSI scores have dropped over the years. In fact, since 2019, Tesla has dropped 18 per cent in terms of in-person scoring.
Pied Piper CEO Fran O’Hagen had this to say about this year’s results and the poor showing of EV companies:
I think the leadership of those companies doesn’t value customer experience compared to how much they value products. All of the non-sexy parts of the business are the ones that require all of the sweat and toil, and they have little to do with the product — things like customer service for your new customers.
In terms of the results, the top five companies were:
The full results are below.