Caledonian Sleeper Guest Satisfaction Survey
Transport Focus set up a guest satisfaction survey for Caledonian Sleeper which has been used to...
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Motorway Services User Survey 2026
10 November 2026
The Motorway Services User Survey (MSUS) is carried out by Transport Focus to understand the experiences of users of Motorway Service Areas (MSAs) across England, Scotland and Wales.
The survey captured feedback from 37,000 visitors at motorway services across Great Britain about toilets, accessibility, food and drink, facilities for HGV and lorry drivers and electric vehicle (EV) charging to provide a consistent measure of customer satisfaction across the motorway service sector.
Motorway services continue to perform well, with 95 per cent of visitors satisfied with their visit, up from 94 per cent in 2023 and 93 per cent in 2022. Two thirds (67 per cent) are very satisfied. The gap between the highest and lowest-rated sites has narrowed, showing more consistent performance across the network. Over successive surveys, we’ve been able to identify where improvement is needed and track progress.
Key findings
• Operator satisfaction is tightly grouped: Extra and Moto lead on 96 per cent, followed by Welcome Break on 95 per cent and Roadchef on 93 per cent
• Getlink’s only site in the survey, Folkestone, scored 96 per cent satisfaction, up from 84 per cent in 2022.
• Stopping at services continues to make a substantial difference to how visitors feel. The proportion feeling happy or relaxed rises by 31 percentage points between arrival and departure, while the proportion feeling tired, stressed or frustrated falls by 22 points. The proportion of disabled customers feeling happy or relaxed rose by 34 percentage points in 2026, compared with 32 points in 2023 and 25 points in 2022.
• Value for money remains lower rated across the visitor experience. Food and drink value ratings range from 59 to 74 per cent, while satisfaction with the value of EV charging is 58 per cent.
• Toilet satisfaction remains at 92 per cent, unchanged from 2023 and four percentage points higher than in 2022. At Hartshead Moor Westbound it has risen from 79 per cent in 2023 to 98 per cent in 2026.
• Satisfaction with staff friendliness and helpfulness has risen to 95 per cent, up from 93 per cent in 2023.
• Overall satisfaction among HGV drivers is 90 per cent, compared with 95 per cent across all visitors.
• Overall satisfaction with EV charging satisfaction is 84 per cent overall. Ratings are stronger for waiting for a charge point (92 per cent), payment options (91 per cent), ease of use (90 per cent) and charging speed (89 per cent) than for value for money.
Other notable improvements since 2023 include Lancaster Southbound, up eight percentage points from 88 to 96 per cent, and Cardiff Gate, up seven points from 89 to 96 per cent. Swansea rises from 92 to 98 per cent, Hartshead Moor Westbound from 88 to 94 per cent and Kinross from 93 to 99 per cent – each an increase of six points.
Transport Focus uses the survey to make the case for improvements and help motorway service operators focus on the things that matter most to visitors.
