A study by The Hong Kong Polytechnic University has found that digital word-of-mouth about charging stations, together with actual charging experiences, has become a key yet largely invisible driver of electric vehicle (EV) registration rates, and its influence is far beyond what the public and policymakers recognise. The study highlights how operators and property managers of EV charging stations exercise environmental, social, and governance (ESG) responsibilities and contribute to emissions reduction and green transition through enhanced charging experiences and overall service that goes beyond basic power provision.
The research, led by Prof. Mike LAI Kee-hung, Co-Director of the Research Centre for Environmental, Social, and Governance Advancement, Associate Dean (Academic Support) of the Faculty of Business, Interim Head of the Department of Logistics and Maritime Studies, and Chair Professor of Shipping and Logistics, analysed more than 246,000 online reviews of charging stations across the United States between 2019 and 2023. The findings show that EV adoption is not determined solely by government subsidies or the number of charging facilities. Actual user experience at charging stations, together with online reviews, has become an important force of local EV registration rates and the diffusion of EVs into neighbouring areas, and is a factor frequently overlooked in environmental policy design.
In the case where charging experiences are poor, even a continued increase in the number of charging facilities in a given area may be undermined by the large volumes of negative online reviews. This weakens residents’ willingness to switch to EVs and indirectly slows progress on emission reduction and the green transition.
At the societal level, consumers are increasingly relying on user comments on mobile apps and social media platforms to assess the safety, convenience and day-to-day practicality of charging facilities. Fine details such as the long-term occupancy of parking spaces by non-EVs, poor on-site conditions, inadequate lighting or potential security risks often shape the public’s perception of and willingness to purchase EVs, more directly than official statistics.
At the corporate governance level, charging station operators and property managers must regard charging as an integrated service product rather than simply power supply. Other service elements include clear and easy-to-understand user instructions, fair and transparent pricing structures, reliable and timely maintenance and support, and appropriate locations and supporting amenities. At the same time, companies should establish systematic mechanisms for monitoring and responding to online word-of-mouth, treat positive reviews as an important intangible asset, and enhance brand image through responsible operations and information disclosure, thereby raising governance standards and promoting sustainable development across the entire sector.
Online coverage:
Hong Kong Economic Times - https://polyu.me/4m1greg
| Research Units | Research Centre for Environmental, Social, and Governance Advancement |
|---|
You may also like
