Motorway Services User Survey award

An award for the best rated motorway service area was presented by Transport Focus chief executive Anthony Smith (left) to Moto’s Rugby site operations manager Alex Purcarea and chief executive Ken McMeikan

Moto’s site at Rugby on the M6 has been rated Britain’s best motorway service area in a survey of customers by Transport Focus, the independent transport user watchdog.

Transport Focus spoke to more than 31,000 visitors at 119 motorway services in Great Britain about their views on the toilets, staff, value of the food and drink, electric vehicle charging and the impact their visit has on drivers’ mood.

In the survey’s fifth year, it found 93% of visitors were happy with their visit motorway service areas.

The Rugby services, the newest site on the motorway network having opened in April last year, achieved a 100% satisfaction rating with customers. It also came out on top as the site visitors were most likely to recommend to someone making a similar journey and the highest satisfaction with the toilets at 99% per cent.

For the first time Transport Focus surveyed motorway services visitors in Scotland and Wales operated by Roadchef and Welcome Break. Sarn Park (Welcome Break) was the highest rated services in Wales (97%) and Hamilton (Roadchef) the highest rated in Scotland (94%).

Anthony Smith, chief executive of Transport Focus, said: “As many people gear up for a half term getaway, motorway services provide a great place to stop and take a break. Many of us, when we think services, think about stopping for a toilet break. It’s reassuring to see that these are consistently highly rated.

“Our survey shows motorway service operators deliver good overall customer experience and facilities, but visitors don’t always feel they get value for money. Services continue to do a good job of their most important safety function – allowing drivers to rest and relax before getting back on the road.”

Key findings:

  • staff at the services are considered helpful and friendly with nine in ten visitors rating them positively;
  • 88% of visitors were satisfied with the toilets, and Extra and Roadchef had the highest ratings for toilets both at 93%;
  • value for money continues to be the key area for improvement – 63% of visitors thought the food or drink available to eat in the services was value for money;
  • stopping at the services has a positive impact on drivers’ mood – almost one in three arrive saying they feel tired, stressed or frustrated, down to less than one in ten after the visit;
  • HGV drivers were the least satisfied overall at 88%;
  • users charging electric or plug in hybrid vehicles rated the payment options at the services highly (91%) but gave lower ratings for value for money (68%) and for information available online (73%).