XPENG Tops Customer Satisfaction Ranking For Second Year, Beating Tesla
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XPENG recently ranked highest in the European USCALE “EV Satisfaction Study” for the second year in a row. Not only did XPENG top the chart again, but their score improved over the previous year. The leading 82% recommendation rate ranks significantly above the 53% industry average, positioning XPENG ahead of all American, European and Asian manufacturers.
The Stuttgart-based study surveyed over 4000 customers from Germany, Austria and Switzerland. Consulting firm USCALE uses Net Promotor Score (NPS) methodology looking at factors such as charging speed, range and overall product features. While other brands had a varying proportion of detractors, XPENG only had promotors. XPENG ranked above average across all categories with customers particularly satisfied with charging performance, charging management, range and app integration.
While XPENG topped the charts, EVs are leading to increased overall customer satisfaction, with Tesla taking the runner-up position. But customer expectations are evolving. As explained by Dr. Axel Sprenger, Founder & Managing Director of USCALE GmbH:
EV drivers are more satisfied than ever. But they are also becoming more demanding. What was exciting yesterday is standard today. Manufacturers have done their homework when it comes to range and charging. Now, the competition is decided by software, connectivity, and a seamless charging experience. Those who fail to deliver here will fall behind, and this is clearly visible in the ranking.
As part of the shift in expectations, not all EV brands have risen above the fray and some past leaders have been knocked off the top. As noted by Dan Caesar, Founder, Electric Vehicles GLOBAL:
We often get asked which are the best battery EVs on the market, but our subjective opinion is significantly outweighed by the mass-market’s real life experience of EVs on sale. Germany’s USCALE survey has once again shown in 2026 which brands are best regarded by EV drivers; the differences are stark. Notably, Opel, Fiat and MG are the poorest performers. Meanwhile, while Tesla has long been considered ‘the brand to beat’, it has finished behind fellow tech leader XPENG for the second year running, albeit far ahead of other Asian brands. What’s more, at the recent Paris Motor Show, XPENG demonstrated beyond doubt that its NGP self-driving capability is directly comparable to Tesla’s much-heralded FSD technology. With strong sales in Europe, we think many English-speaking nations are sleeping on XPENG’s potential and once its full range of EVs is on sale in all territories, it will be the one to watch.
A Manifestation Of XPENG’s Human Approach To Technology
XPENG didn’t get to the top of these rankings by chance. It is a manifestation of a more human approach to technology that permeates throughout the company, from their employees to their services to their products.
Some Chinese automakers have taken the approach of holding back their latest technology for the for the home market, while bringing older tech to Europe. Models introduced as “new” in export markets may already be discontinued in China. While using older platforms can save on costs and might be good enough to compete in Europe, customers are not getting the best available. In addition, many other automakers are marking up prices far beyond the cost of importing the vehicles.
XPENG is taking a different approach. They are rolling out their latest models with their most advanced technology globally. In terms of intelligent driving, XPENG may soon have the most global system. It was designed from the start to be global and meet anticipated UN DCAS regulations, while being adapted to different driving circumstances around the world. Those local driving circumstances are shaped just as much by the customs of human drivers as they are by any rules. And XPENG is not marking up products and technologies significantly more than needed to cover the associated taxes, tariffs and other costs. Making the best technology available at an accessible price helps to increase customer satisfaction. Ensuring that technology meets the needs of each customer where they live increases satisfaction further. When I interviewed him in Paris, I asked XPENG Chairman, CEO and co-founder He Xiaopeng to explain the strategy (auto translated with Google):
Let me start by saying this: who wouldn’t want the best technology at a reasonable price, right? As a product manager with a technical background, I have always been driven by a desire to bring superior technology to as many people as possible—at a fair price point. For the past six or seven years, our approach to autonomous driving at XPENG has been guided by a core philosophy: how can we deploy our technology globally without needing to manually collect high-definition maps or hard-code region-specific driving rules for every single location? Instead, we aim for a system capable of generalizing across the diverse driving habits found around the world—habits that go beyond mere laws and regulations. This is the focus of much of our work. That is why you see us currently conducting tests in Europe and beyond; we aim to launch our next-generation NGP (Navigation Guided Pilot) in the European market next year. This is the culmination of the foundation we’ve built over the last six or seven years, and I am truly excited to bring our best technology to European customers at an accessible price.
Building upon their focus on the human side of technology, XPENG has been putting much of their work into adapting their technology to local culture, customs, rules and needs. When people feel respected, satisfaction increases. When technology addresses human needs, people are more satisfied with technology. Technology adds value. In addition, XPENG has been expanding local development and localizing manufacturing. XPENG has also partnered with companies like Volkswagen to supply technology and is integrating technology from companies like Google into their systems. I asked He Xiaopeng about the value found in different cultures and perspectives and how he sees this influencing the evolution of technology:
This likely stems from aspects of my own personality. I believe the world encompasses a vast array of cultures and technologies; for any given context, the “best” solution is one that is well-suited to that specific environment—and the foundation for this must be mutual respect. From there, we can build trust, achieve a genuine win-win outcome, and create long-term, mutually beneficial value. In this framework, I have always maintained that European companies in China, and Chinese companies in Europe, must learn from one another, trust each other, and collaborate. The idea of a “winner-takes-all” scenario—where one side wins and the other loses—is something I have never subscribed to. That is precisely why, as XPENG expands into Europe, I believe our success depends on working together; it cannot be about one side prevailing at the expense of the other. This has been my guiding philosophy for many years: when you enter a new market, consider what others expect of you—they expect a friend. To me, friendship is the most important thing of all.
XPENG cannot rely on a long history to influence customer opinion. Customers will not be showing support for the brand based on memories of their youth. Many may not be familiar with XPENG as a company or their vehicles and technology. Many Europeans outside of enthusiast circles may not have even heard of XPENG or the other recent entrants into an automobile market that has traditionally been dominated by brands that extend back generations.
As such, they need to focus on their customers. They need to meet and exceed expectations. They need to make friends.
High customer satisfaction does not always show up immediately in quarterly sales results. However, it does create friendships and build advocates for your brand. Those advocates then talk to their friends and influence purchase decisions over the long term. Friends of the brand become more likely to buy from that brand in the future. The technology rollout and market response may be fast, but customer ecosystems need to build over time. By offering the best technology to global markets and focusing on the needs of their customers, XPENG is not just topping customer satisfaction surveys. By focusing on long-term customer relationships, XPENG is setting itself up for long-term success.
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