Using advanced, data-secure voice analytics, Barbuck recently analysed nearly 500 real used-EV sales calls from automotive retailers across the UK to understand the questions customers ask most often. Uncovering what they say, need, and expect when making used-EV purchase decisions, the findings shed new light on how transparency, trust and reassurance are shaping the used EV sector.
The analysis revealed that among these EV-focused calls, 31 percent of callers asked about vehicle performance, health or maintenance. Almost half (49 percent) of these conversations covered questions about warranty coverage, while over a third (34 percent) contained questions focused specifically on battery health, range or mileage.
Together, Barbuck and Generational are closing the gap between conversation and confidence, transforming real customer queries into actionable insights that improve sales training, buyer communication and ultimately Generational’s battery health testing technology, further reinforcing market trust.
The data reinforces the urgent need for the clarity and transparency many EV buyers are seeking around the long-term reliability of electric vehicles, particularly their batteries, which remain the most valuable and least understood component among consumers. For the used EV sector, as buyers become increasingly informed about the need for testing and clarity, battery health analysis and transparent reporting are emerging as key trust signals that drive faster, more confident sales.
Generational’s battery health certification provides that reassurance, giving customers verified data on a vehicle’s real-world range, state of health and remaining warranty. Earlier this year, Generational reported that EVs with a battery health certificate sold 7.3 days faster on average than those without – delivering a clear indication of how confidence accelerates conversion.
“These findings from Barbuck underline how EV buyers are asking the right questions – and given we’re seeing this consistently across the market, the industry must be ready with the right answers” said Oliver Phillpott, CEO of Generational. “At its core, battery health transparency is about data driving confidence. When customers understand the true condition of an EV, they can buy with certainty and dealers can sell faster. Together with Barbuck, we’re helping the industry turn every question into an opportunity to build trust and momentum in the used EV market.”
Barbuck is a leading voice analytics platform helping automotive businesses understand and improve customer conversations. By turning call data into actionable insights, Barbuck empowers retailers, call centres and OEMs to identify trends, train teams and improve conversion across every stage of the sales journey.
“Every call tells a story not just about who’s calling, but why” added Elly Harron, Managing Director of Barbuck. “Our platform analyses the language of thousands of conversations to uncover the real questions buyers ask, the FAQs sales teams need to answer better and the marketing messages that actually drive conversions. We’re helping dealers spot lost sales, improve consistency and give customers the clarity they’re already asking for.”
Generational’s proprietary testing solution requires minimal staff training and can be completed in minutes by connecting a compact device to the vehicle’s OBD port. It securely analyses the vehicle’s data to determine its battery’s state of health, benchmarked against manufacturer standards and Generational’s comprehensive EV battery database. The results are displayed in an intuitive, customer-facing certificate – giving clear, verified information on the condition and expected performance of each vehicle’s battery.
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