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Transport User Voice – July 2020 – England’s best motorway services

30 June 2020

Motorway Services User Survey results out today

“Upgraded toilets are big improvement, clean and a lot better than it was.” Business user.

Visitors have rated Extra and Westmorland England as best motorway service operators in Transport Focus’s latest survey.

In the fourth annual Motorway Services User Survey we asked almost 10,000 customers about their experience at all 112 motorway services in England, between February and March before the coronavirus lockdown. Visitors had their say on facilities such as toilets, staffing, food and drink.

Extra, operator of six sites in the survey, and Westmorland, which operates four sites, achieved the joint highest overall satisfaction score (97 per cent). Compared to last year’s survey, Extra saw a significant increase in satisfaction of eight percentage points to 97 per cent. Westmorland had the most ‘very satisfied’ visitors at 87 per cent.

Commenting on this year’s results Transport Focus chief executive Anthony Smith, said:

“As the country emerges out of lockdown and people take to the roads for staycations this summer, motorway services are a vital opportunity for drivers to take a break on their journey.

“Motorway services provide customers with a great experience with friendly and helpful staff, but there is still room for improvement when it comes to the value for money of the food and drink on offer.”

Across the country as a whole, motorway service operators performed well with 93 per cent of visitors satisfied with their experience (an improvement on last year’s 90 per cent and the highest score since the survey started).

Overall, the survey found:

  • 89 per cent of visitors were satisfied with the cleanliness of the toilets
  • 69 per cent of visitors thought the food or drink they bought to eat in the services was value for money
  • the friendliness and helpfulness of staff was rated good by 94 per cent of visitors buying food or drink to have in the services
  • those who drive for a living, such as HGV drivers, were the least satisfied at 89 per cent, but this is up from 83 per cent in 2019.

Drivers were also asked what impact their visit to the motorway services had on their mood on arrival and when leaving the services. 27 per cent of visitors say they arrive feeling tired, frustrated or stressed. The visit to services significantly reduces visitors’ negative mood to just five per cent.

Euro Garages has the biggest year-on-year increase in satisfaction from 86 per cent to 96 per cent. All three of the larger operators saw an increase in satisfaction this year; Roadchef (up from 92 per cent to 95 per cent), Moto (up from 90 per cent to 93 per cent and Welcome Break (up from 90 per cent to 92 per cent).

 

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