Uncovering consumer insights on EV charging services through topic modelling

Research on electric vehicle (EV) adoption has grown rapidly, yet the everyday charging experience remains underexplored, particularly from the consumer perspective. This study addresses this gap by examining how users describe EV charging services in the United Kingdom using large-scale consumer review data. The research aims to develop an analytical framework that applies topic modelling to identify the key service-related factors shaping user experience. A dataset of 24,908 verified reviews from 15 charging service providers has been collected, and this paper outlines the ongoing data preparation process, including anonymisation, and text preprocessing. The planned topic-modelling approach will uncover recurring themes within unsolicited user feedback, offering insights beyond those captured through traditional surveys. As a work in progress, the paper discusses expected outcomes and their implications for understanding EV post-adoption. The study is anticipated to highlight the aspects of charging that matter most to consumers and inform future research and practice.