According to a J.D. Power 2023 U.S. Customer Service Index (CSI) Study, electric vehicle owner satisfaction is 42 points lower than that of internal combustion engine vehicle owners.  

It’s the first time in 28 years that the survey has seen a year-over-year decline in satisfaction, said Reuters. 

Hampered by recalls—which are more than double for EVs—the study indicated that consumer dissatisfaction decreases by 23 points when the repair is based on a recall.  

"As the electric vehicle segment grows, service is going to be a 'make or break' part of the ownership experience," said Chris Sutton, vice president of automotive retail at J.D. Power. "The industry has been hyper-focused on launches and now these customers are bringing their electric vehicles in for maintenance and repairs." 

Along the lines of maintenance and repair, EV customers are faced with longer service waits due to labor and parts shortages, which adds to their growing frustration.