What this checklist covers
The EV Customer Education Checklist is a 15-point scorecard for charging guidance, range explanation, battery care, safety instructions, warranty coverage, and app handover. Each criterion is scored from 1 to 5 on what the auditor sees on the day, and every gap goes into an action plan with an owner and a close date.
AutoSmart tip: EV customer education is a retention and satisfaction investment, not a compliance step. A customer who leaves without understanding range planning, home charging setup, or app functionality is likely to experience range anxiety, feel let down by their purchase, and be less likely to return for service or repurchase. The education conversation at handover sets the tone for the entire ownership relationship.
The checks
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Charging guidance and range explanation
- Are customers provided with clear, model- specific guidance on the different charging levels available (AC home charging, public AC, DC fast charge) and what each means for their daily usage?
- Is the difference between WLTP range and real- world range explained to the customer before purchase, including the factors that reduce real- world range (temperature, speed, climate control use)?
- Are customers shown how to plan a longer journey using the vehicle's navigation or a charging network app, rather than leaving them to discover range planning independently?
- Is the recommended home charging solution (charger specification, installation guidance, smart charging tariff benefit) explained at point of sale, not only in the owner's manual?
Battery care and safety instructions
- Are customers advised on battery care best practices — optimal daily state of charge range, avoiding prolonged 100% charge when not needed, and the impact of fast charging frequency on long-term battery health?
- Are customers informed of the specific safety considerations for EV ownership — not parking over accumulated dry vegetation when the battery is warm, checking for recalls, and what to do if they notice unusual battery behaviour?
- Is the customer made aware of what the battery warranty covers — capacity retention threshold, coverage period, exclusions — before completing the purchase?
- Are customers shown how to identify and respond to EV warning indicators on the dashboard that indicate a battery or charging system fault, rather than assuming these will be covered in the manual?
Warranty coverage and mobile app
- Is the full EV warranty package (vehicle warranty, battery warranty, powertrain warranty) explained to the customer with specific coverage periods and any maintenance conditions that apply?
- Is the manufacturer's connected vehicle app (or equivalent remote monitoring tool) downloaded, paired, and demonstrated to the customer at point of delivery?
- Is the customer shown how to use the app for key functions — pre-conditioning, charge monitoring, charge scheduling, remote lock — before they leave the dealership?
Handover explanation and governance
- Is a structured EV customer education checklist completed at handover, confirming each education topic was covered and the customer had the opportunity to ask questions?
- Is the EV education handover signed by both the sales advisor and the customer, retained as evidence of what was covered?
- Is a follow-up contact made within 7 days of EV delivery specifically to address any charging or operational questions that have emerged since the customer began using the vehicle?
- Are sales and service staff trained on EV customer education content, with training updated when new model-specific guidance is issued by the OEM?
How to run it
How the scoring works
Before the visit, fill in the dealer or centre, the auditor, the date and the audit cycle. Then score each of the 15 checks from 1 to 5 on what you see on the day, not on what the site aims for, and add them up out of 75.
- 1Not in place
- 2Attempted
- 3Defined
- 4Managed
- 5Fully sustained
- Green60–75 · 80–100%Compliant. Keep the standard.
- Amber38–59 · 50–79%Improvement needed: a structured action plan within 30 days.
- Red0–37 · Below 50%Priority intervention, escalated to regional management.
Then close every gap
Each gap goes into the action plan tracker and moves through four stages until the auditor closes it.
- 1PendingOwner and close date set
- 2In progressWork under way, evidence gathered
- 3CompletedEvidence submitted for review
- 4ApprovedVerified and closed by the auditor
