Getting an EV charger installed, commissioned and switched on is an important milestone — but it’s only the beginning.

Once a charger goes live, there’s a huge amount happening behind the scenes to keep it online, monitor performance, support drivers and understand how it’s being used.

For Connekt, a successful EV charging project isn’t simply measured by the number of chargers installed. It’s about what happens in the months and years that follow: uptime, reliability, successful charging sessions, driver experience, utilisation and ultimately the value the infrastructure delivers for the host site.

To find out what that looks like in practice, we sat down with our Network Manager to discuss what happens after installation, the data we monitor, why uptime matters and the one EV charging metric he thinks more businesses should be paying attention to.

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Defining EV Charging Success

When an EV charger goes live, what does a successful installation look like to you?

First and foremost, I want the host to be happy with the installation process. We want to deliver a high-quality installation that provides a great experience for drivers from day one.

Before we leave site, we rigorously test the chargers with our installation team. That includes checking the network connection, testing every connector and ensuring electrical load balancing has been configured correctly.

That live testing is really important. It means we can leave site knowing everything is online, operational and ready for the host to welcome EV drivers.

What are the main metrics you look at when assessing how well a charging network is performing?

We monitor the entire Connekt network around the clock. If a fault occurs, we proactively investigate it and work to resolve it as quickly as possible.

But network performance goes beyond simply checking whether a charger is online.

Our Network team uses analytical tools to monitor successful charging sessions, identify usage trends and peak demand at individual sites, and ensure chargers are delivering the right balance of power to drivers.

We keep a close eye on every aspect of network performance — and if something does go wrong, we have a team ready to act.

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Uptime and Reliability

We talk a lot about uptime at Connekt. Why is uptime such an important metric?

EV charging is part of the UK's critical infrastructure, and it’s important that we never lose sight of that.

We're playing our part in helping people travel around the country every day. That journey could be going on holiday, playing a round of golf, visiting friends and family, travelling to an important business meeting or simply nipping to the shops.

Every journey matters.

That's why uptime is so important to us. We want our chargers to be available when drivers need them, wherever they're travelling and whatever the reason for their journey.

What are some of the most common issues that can affect charger availability?

Some of our charging stations are in relatively remote locations, and we're proud to support rural communities by providing charging infrastructure in those areas.

Just like other connected technologies, operating in more remote locations can occasionally create connectivity challenges.

Technology is improving all the time, and we work continuously to strengthen connectivity and respond quickly if part of the network experiences an issue.

Overall, our network connectivity is extremely strong, with more than 99% uptime, thanks in large part to the work our team puts in behind the scenes to keep chargers online and available around the clock.

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What Happens After an EV Charger Goes Live?

What happens from the Network team's perspective once a new Connekt site goes live?

Our involvement starts immediately.

On installation day, we conduct a rigorous series of tests with the installer to make sure the charger has been configured correctly, is online and can successfully charge from every connector.

The host then receives a welcome pack explaining the charger and its functionality. Around three days after installation, we also carry out an onboarding call to see how everything is going, talk through how the host can support drivers and answer any questions.

From day one, the site is monitored around the clock. Alerts are configured for potential issues and we regularly review analytical data to understand how the chargers are performing.

And, of course, our helpline is available 24 hours a day, 365 days a year if a driver needs assistance at one of our charge points.

What can charger data tell us about how a site is actually being used?

Quite a lot.

We can analyse session times, energy consumption, popular payment methods and peak periods of demand.

That allows us to build a detailed picture of how effectively the charging infrastructure is being used at each site.

Over time, the data can also highlight opportunities. For example, consistently high utilisation could indicate that a host would benefit from adding more charge points and increasing capacity.

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The Driver Experience

What does a good charging experience look like from the driver's perspective?

It should be simple.

The driver's first impression begins when they arrive at the charger. They should be able to understand what to do, start charging easily and then get on with the rest of their day.

We give drivers multiple ways to pay, including through the app, a payment terminal or by scanning a QR code, giving them the flexibility to choose what's most convenient for them.

Ultimately, drivers want the charger to work first time, with clear instructions and a straightforward process.

And if something doesn't go to plan, they want to know there's someone there to help.

For us, a great experience means providing a reliable charger that's ready when the driver is — backed by support whenever they need it.

How important is it that someone is available to help when a driver has a problem?

It's absolutely crucial.

EV charging can still feel like a big leap for someone who's new to driving an electric vehicle. Technology is moving incredibly quickly, and we shouldn't underestimate how daunting that can sometimes feel.

That's why having a friendly voice at the end of the phone matters.

If someone isn't sure how to plug in, can't start a charging session or is worried they can't disconnect their vehicle, our team can guide them through it.

Being available around the clock helps remove some of that uncertainty and gives drivers confidence. It's an important part of providing complete support — not only for our host customers, but for the EV drivers using their chargers.

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Measuring Business Value

At what point does usage data suggest a customer might need to consider adding more charging capacity?

Our analytics allow us to build a detailed picture of every charger's usage.

We can see how frequently it's being used, how long sessions last, when peak periods occur and how demand changes over time.

That can help us identify when a site could benefit from increasing its charging capacity, and our Account Management team can then discuss those insights with the host.

Our customers also have access to their own detailed portal, so they can see much of this data themselves. It gives them the information they need to make informed decisions about whether and when to expand.

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Long-Term EV Charger Performance

Why are ongoing software, maintenance and network management just as important as the original hardware?

Keeping the physical charger secure and operational is obviously important, but the technology behind it doesn't stand still either.

Our technology partners regularly develop firmware and software updates that can introduce new functionality, improve the driver experience and give us richer data about charger performance.

As EV technology evolves, the charging experience needs to evolve with it.

That's why installing good hardware is only one part of the equation. Ongoing software, maintenance and network management help ensure that infrastructure continues performing effectively throughout its lifetime.

What's something businesses often don't realise about operating EV chargers until after they've installed them?

I think many businesses underestimate just how important EV charging is becoming to their customers.

As the number of EV drivers grows, charging availability is increasingly influencing decisions about where people stop, stay and spend their time.

For a hotel, for example, being able to charge overnight can be a major factor when an EV driver is choosing where to stay. The same principle applies to leisure and destination businesses: providing charging gives EV drivers another reason to choose your venue and potentially spend time using your other facilities while they're there.

The pace of EV adoption has accelerated significantly, and we don't see that slowing down.

Providing charging isn't simply about accommodating EVs. It can help make your business a more convenient destination for the growing number of people driving them.

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One Metric Businesses Should Pay More Attention To

What's one EV charging metric you think businesses should pay more attention to?

Dwell time.

Businesses can easily assume they need extremely high-powered rapid chargers capable of charging a vehicle as quickly as possible.

There absolutely is a place for that technology — but it isn't necessarily right for every business.

Think about how long people naturally spend at your venue.

If they're staying overnight at a hotel, attending an event, having a meal or playing a round of golf, their vehicle could already be parked for several hours.

Rather than trying to charge their vehicle as quickly as possible, you can use that existing dwell time to provide convenient charging while they enjoy everything else your venue has to offer.

The aim isn't always to get drivers charged and away as quickly as possible.

Sometimes, the best charging solution is the one that fits naturally into the time they're already spending with you.

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Installation Is Only the Beginning

The conversation with our Network team highlights something that's easy to overlook when planning EV charging infrastructure: the charger going live isn't the end of the project.

Successful EV charging is about what happens afterwards.

It's keeping infrastructure online, understanding how drivers use it, providing support when something goes wrong and using real-world data to help sites adapt as demand changes.

And sometimes, success isn't about having the fastest charger or the largest number of charge points. It's about having infrastructure that works reliably and fits the way your customers, employees or fleet actually use your site.

At Connekt, that's what we mean by looking beyond installation.

Want to talk about what successful EV charging could look like for your business? Speak to Connekt today.

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