Question 1

1. What's the difference between charger "uptime" and "charge success rate"?

Accepted Answer

Uptime measures how much of the time a connector reports itself operational; first-time charge success rate measures whether a real attempt to plug in and charge actually succeeded. A connector can show 99% uptime and still fail a fifth of real sessions to payment or handshake errors — which is why success rate, not uptime alone, should drive your alert thresholds.

Question 2

2. Which OCPP status codes actually require a driver-facing alert?

Accepted Answer

Of the nine standard OCPP connector states, three warrant a message: Faulted, Unavailable, and SuspendedEVSE. SuspendedEV deserves a lighter, vehicle-directed note. States like Preparing, Charging, Finishing, and Reserved are normal progression and shouldn't alert at all.

Question 3

3. How far in advance should planned maintenance be communicated to drivers?

Accepted Answer

A minimum of 24–48 hours, as an in-app banner plus a direct alert for anyone with an active reservation on that connector. Batching several maintenance tasks into one scheduled window — instead of repeated short outages — keeps the "planned" framing credible.

Question 4

4. Should charger status alerts go through push notifications, SMS, or both?

Accepted Answer

Both, for anything time-critical. Push only reaches drivers with the app installed and connected; SMS or voice is more reliable for urgent faults, especially for drivers already en route. Routine or scheduled updates can stay app-only.

Question 5

5. Does status communication actually reduce driver churn, or just complaints?

Accepted Answer

Both, but churn is the bigger number. Industry analysis links uptime below 98% to immediate churn spikes — drivers don't complain first, they just stop returning. Proactive status communication converts a share of that silent churn back into "annoyed but informed" drivers who come back once the fix lands, because they were told the moment it broke rather than left to guess.

EV Charger Status Communication: Turning Downtime Into a Trust Signal

EV Charging Payment Options: Designing Flows Drivers Won’t Abandon

cpo customer experience

EV Charger Status Communication: Turning Downtime Into a Trust Signal

EV Charging Payment Options: Designing Flows Drivers Won’t Abandon