PolyU study: EV charge point operators upgrading service quality and facilities are key to EV adoption and green transition

PolyU study: EV charge point operators upgrading service quality and facilities are key to EV adoption and green transition

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

香港理工大學一項研究顯示，充電站的電子口碑與實際充電體驗，已成為影響電動車登記率關鍵隱形力量，其影響力遠高於一般公眾與決策者的普遍想像。研究強調，電動車充電站營運商及物業管理公司能透過優化充電體驗，提供除基本供電外更全面的服務配套，以有效履行環境、社會及企業管治（ESG）責任，為減排目標及綠色轉型帶來積極作用。

是次該研究由環境，社會，和治理促進研究中心聯席主任、工商管理學院副院長（學務統籌）、物流及航運學系暫任系主任、航運及物流講座教授黎基雄教授領導，分析了2019至2023年間美國各地充電站逾24.6萬則網上評價。研究指出，電動車的普及並非僅由政府補貼或充電硬件數量所決定，充電站的實際使用體驗以及線上評價，已成為左右各地電動車登記率及其周邊地區擴散效應的重要驅動因素，是環境政策設計中經常被忽視的一環。

若充電體驗欠佳，即使當地充電設施數量持續增加，亦可能因大量網上負評而削弱了市民轉用電動車的意願，從而間接拖慢減排與綠色轉型的進程。

在社會層面，消費者日益依賴手機應用程式及社交平台上的用戶分享，以判斷充電設施的安全性、便利度及實用性。例如車位遭非電動車長期佔用、現場環境惡劣、照明不足或治安隱患等細節，往往比官方統計數據更能直接影響市民對電動車的觀感及購買意欲。

在企業管治層面，充電站營運商及物業管理方須將充電視為一項完整的服務產品，而非單只是提供電源供應。其他服務細節亦包括：清晰易明的使用指引、公平透明的收費制度、可靠快捷的維修和支援機制，以及適切的場地及配套設施。同時，企業亦應建立系統化的電子口碑監察與回饋機制，把正面評價視為重要無形資產，透過負責任的營運模式及資訊披露，提升品牌形象，並推動整個行業的治理水平與可持續發展。

網上報導：香港經濟日報 - https://polyu.me/4m1greg