EV-Only Brands Lag Behind Rival Brands' Customer Service: Survey via insideevs.com
scored an average of 27 percent below the industry average. Moreover, these brands were all ranked in the bottom quarter of Pied Piper's PSI rankings.says Tesla's in-person score has dropped about 18 percent since 2019. The survey also revealed that Tesla's biggest issues came from a lack of helping customers understand electric cars, especially related to their pros and cons, along with details related to national charging networks.
"If there are five customers for every car and you treat them terribly, that's not going to make much difference. But as soon as there are one half for every car, then all of a sudden you have a problem. A brand like Tesla is going to find that it is extremely important how they interact with their customers — they won't just get a pass."
The survey goes on to suggest that EV-only brands also exhibit subpar performance related to their responsiveness to online inquiries. According to Pied Piper's data, Polestar earned a score that's 76 percent below the industry average and Rivian scored about 35 percent below the average. O'Hagan believes these electric-only startup automakers are putting too much emphasis on their products and not enough on consumers. He goes so far as to say he thinks the brands' leader don't value their customers or other"non-sexy" components of the business model.
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