Network performance KPIs are measurable indicators used to track how well an EV charging network is operating from technical, operational, commercial, and customer-experience perspectives. They help CPOs, site owners, and service teams monitor reliability, utilization, revenue, and service quality—then prioritize improvements that increase uptime and profitability.
Reliability and availability KPIs
These KPIs show whether chargers are usable when drivers arrive:
– Uptime / availability (%): share of time chargers are operational and ready
– Charger online rate (%): share of chargers connected to the backend (not offline)
– Session success rate (%): sessions that start and complete without failure
– Fault rate: faults per charger per month (or per 1,000 sessions)
– MTTR (Mean Time To Repair): average time to resolve outages
– MTBF (Mean Time Between Failures): average time between failures
– First-time fix rate (%): issues resolved in one field visit
– Remote resolution rate (%): share of issues fixed without a truck roll
Utilization and capacity KPIs
These KPIs show how much the network is used and whether capacity matches demand:
– Sessions per charger per day
– kWh delivered per charger per day
– Occupancy rate (%): time connectors are physically in use (charging)
– Dwell time vs charge time: how long bays are blocked vs energy delivered
– Peak utilization: busiest hours and maximum concurrent sessions
– Queueing / turn-away rate: users unable to charge due to full bays
– Load factor: average load vs peak load across sites
– Power delivery performance: actual kW vs expected, including derating frequency
Commercial and financial KPIs
These KPIs connect operations to profitability:
– Revenue per charger / revenue per site
– Gross margin per kWh (price minus energy + variable costs)
– Payment success rate (%) and failed payment rate
– Roaming share (%) and roaming margin contribution
– Cost per session (opex allocated per completed session)
– O&M cost per charger per month
– Network expansion ROI by site type and region
– Refund and dispute rate (customer issues impacting margin and trust)
Customer experience KPIs
These KPIs reflect usability and trust:
– App rating / NPS (where tracked)
– Customer support tickets per 1,000 sessions
– Time to resolution for customer issues
– Start failure reasons (auth, payment, connector, offline, user error)
– Repeat user rate and retention (especially for subscriptions/fleets)
– ICEing / bay misuse incidents at destination sites
Energy and grid impact KPIs
These KPIs matter for constrained sites and high-power networks:
– Maximum site demand (kW) and demand limit compliance
– Demand charges exposure and peak cost drivers
– Load management effectiveness (peak reduction vs uncontrolled baseline)
– Energy losses (where metered) and power quality events
– Renewable share / carbon intensity for charging (if reported)
– Peak shaving performance (if storage is used)
Data quality and operational governance KPIs
These KPIs ensure decision-making is based on reliable information:
– Data completeness (%) for session records (kWh, timestamps, tariff applied)
– Telemetry freshness and offline durations
– Alert acknowledgement time and escalation compliance
– Configuration drift incidents (incorrect tariffs, wrong site limits)
– Audit log coverage for critical actions (tariff changes, remote commands)
Best practices for using network KPIs
– Define KPIs consistently (what counts as “available,” what counts as “failure”)
– Segment KPIs by site type (destination vs depot vs corridor), not only network average
– Track trends and seasonality, not just monthly snapshots
– Link KPIs to operational actions (spares, SLAs, preventive maintenance, tariff updates)
Related glossary terms
Uptime
Availability
Session success rate
Mean Time To Repair (MTTR)
Mean Time Between Failures (MTBF)
Charger utilization
Charging session revenue
Demand charges
Load management
Network expansion ROI