Investigating and comparing user experiences at EV charging and petroleum fueling stations

Abstract

Light duty electrification requires DC charging stations to take over the current role of petroleum stations. However, charging and fueling systems differ substantially in technology, user behavior, and business models. This study analyzes thousands of reviews for petroleum stations and DC charging stations. Using a mixed-methods approach combining quantitative rating, sentiment analysis, and Large Language Model (LLM)-assisted topical classification, factors that shape user experience are identified. Charging and fueling are perceived as fundamentally different activities. Fueling reviews are dominated by fuel price and staff interaction, while charging reviews emphasize equipment reliability, location convenience, and access to nearby amenities. Manufacturer-owned charging networks are perceived more positively than open networks. Open networks suffer from small station sizes and higher outage rates which reduce effective capacity and generate negative feedback. Across networks, proximity to amenities strongly influences perceived convenience and satisfaction. These findings identify actionable pathways for improving charging experiences and perceptions.