Building EV Charging Value Beyond Location: How Trust Drives Site Success

Securing prime locations in the electric vehicle charging ecosystem is just the beginning. The real challenge and opportunity lies in transforming these sites into valuable assets that benefit everyone: the Charge Point Operator (CPO), the landowner, and most importantly, the EV driver.

When Your Name Is on the Car Park

For local authorities and landowners, hosting EV charging infrastructure comes with significant considerations. Your name is on the car park, which means your reputation is on the line. When EV drivers encounter issues, they often approach the most visible representatives, car park attendants or local authority staff rather than contacting the CPO directly.

This creates a critical communication gap. If drivers don't report problems through official channels, CPOs may remain unaware of recurring issues. The result? A distorted picture of actual performance, missed opportunities for improvement, and potentially a damaged reputation for both the landowner and the CPO.

The Hidden Value of EV Charging Sites

A successful charging location delivers more than just a convenient place to charge. It creates increased footfall for nearby businesses and enhanced dwell time for retail locations. It generates additional revenue streams through sharing models while improving public services and sustainability credentials for local authorities. Perhaps most importantly, it builds positive brand association and community goodwill.

However, these benefits can only materialise when the charging experience is reliable, accessible, and user-friendly. A charging site's true value emerges from its service quality, not merely its geographic coordinates.

The Trust Triangle: Driver, Landowner, CPO

Throughout my years of working in improvement with a relentless focus on customer experience, I've observed that trust forms the foundation of successful service delivery. This is especially true in the EV charging sector, where what I call the "Trust Triangle" determines site success.

This Trust Triangle represents the balanced relationship between the driver, landowner, and CPO. When drivers trust they'll have a reliable, straightforward charging experience, they return consistently and recommend the location to others. When landowners trust that the charging infrastructure enhances their site's value, they become advocates rather than merely hosts. And when CPOs receive accurate feedback about performance issues, they can respond effectively and maintain service quality.

When this triangle breaks down, everyone loses. Drivers avoid problematic charging locations, spreading negative word-of-mouth. Landowners question the value of their partnership with CPOs and may reconsider at contract renewal or re-tender. For local authorities especially, the re-tendering process becomes an opportunity to seek more reliable partners when trust has been eroded. CPOs face declining utilisation rates and damaged reputation. The fracturing of trust creates a downward spiral that's difficult to reverse.

Data-Driven Improvement: Beyond Gut Feel

The management adage "If you don't measure it, you can't manage it" has been central to my improvement philosophy. In EV charging infrastructure, relying on "gut feel" about issues creates blind spots that prevent meaningful progress.

For landowners and local authorities, maintaining proper fault logs provides the empirical foundation for improvement. Whether you've been trained to provide first-line maintenance or act as a point of contact for driver complaints, documenting each issue in the CPO's management system transforms anecdotes into actionable data.

This audit trail creates a comprehensive record of recurring problems and provides evidence to support conversations about necessary improvements. It establishes clear metrics for evaluating the charging infrastructure's contribution to your site and lays the groundwork for continuous, sustainable enhancement.

Building Trust Through Continuous Improvement

My experience has consistently shown that continuous improvement methodologies create remarkable transformations when applied with a customer-focused mindset. In the EV charging context, this approach addresses both operational efficiency and the human elements of service delivery.

The most effective improvement initiatives begin with an honest assessment of current performance, followed by targeted interventions that enhance reliability, accessibility, and user experience. Success comes not from sweeping overhauls but from persistent, incremental enhancements that gradually rebuild trust when it has been damaged.

For landowners and local authorities, recognizing the value of continuous improvement means selecting partners who demonstrate commitment to evolving their service rather than merely maintaining it. The distinction between a static "install and forget" approach and dynamic service evolution becomes increasingly apparent.

Securing Long-Term Site Success

As the EV charging market matures, competition for prime locations will intensify. Those who demonstrate unwavering commitment to building trust through reliability, transparency, and continuous improvement will establish lasting advantages.

The message is clear for landowners and local authorities: the value of hosting EV charging infrastructure extends far beyond revenue-sharing percentages. True returns come from partnerships that recognise driver satisfaction, operational excellence, and site enhancement as interconnected goals requiring ongoing attention.

By focusing on these foundations, and an unyielding focus on customer experience, we can collectively build an EV charging network that delivers genuine value to all stakeholders while supporting the UK's transition to sustainable transportation.