More than nine in 10 (92%) people who visit motorway services are satisfied with their experience, a user survey has revealed.
Transport Focus, an independent transport user watchdog, surveyed 9,600 customers at 111 motorway services in England on overall satisfaction, as well as facilities such as toilets, food and drink and value for money.
Norton Canes (operated by Roadchef) came out on top with an 100% satisfaction rating, while Thurrock (run by Moto) came lowest with a rating of just 68%. Despite this, over a third (41 of 111) of the service stations received a rating of 95% or above.
Just over six in 10 (66%) people rated their service station good value for money, making this the main area needing improvement. Other aspects received higher ratings, with staff friendliness rated good by 94% and cleanliness of toilets by 89%.
Anthony Smith, chief executive of Transport Focus, says: “Motorway service operators need to focus on ensuring customers see their experience as value for the money they’ve paid – that there is good range of food on offer and that buildings are maintained to a high standard.
“As the summer holiday getaway gets into full swing, it’s good to see motorway services’ customers feel they get a good experience.”
The transport watchdog’s findings further highlighted the benefit of using service stations. While almost a quarter (24%) of drivers said they felt tired, stressed or frustrated when they arrived at the services, this reduced to one in 20 (5%) by the time they were leaving.
Find out the five best and worst service stations below:
|Top ranked||Services||Satisfaction (%)|
|4||Hilton Park Southbound||99%|
|Lowest ranked||Services||Satisfaction (%)|
|108||Newport Pagnell South||81%|
Source: Transport Focus, July 2018