Independent watchdog Transport Focus has revealed the results of a new motorway services users survey, taking in 112 facilities across England.
The organisation surveyed 8,700 customers between February and April 2017, asking for their views on facilities including toilets, staffing, and food and drink.
Moto’s Reading Westbound services on the M4 came out on top, with a 100 per cent satisfaction score, followed closely by Euro Garages’ Rivington Northbound services on the M6, and Welcome Break’s Corley Northbound services on the M6.
At the other end of the table Moto’s Heston Eastbound services on the M4 scored a satisfaction rate of just 62 per cent – interestingly the group’s Westbound facilities at the same location fared much better, with a 90 per cent satisfaction score.
Overall nine out of ten customers said they were satisfied with the visit, with the same number being happy with the cleanliness of toilet facilities. But only 64 per cent of visitors thought that motorway service food and drink provided value for money.
Around 40 per cent of customers surveyed had planned in advance to stop at a particular motorway services, and 97 per cent of visitors said they would be likely to stop at the same facilities in future.
Of those surveyed two thirds were travelling for leisure purposes, with 18 per cent travelling for business, 11 per cent being those who drive for a living (HGV operators, delivery drivers, etc) and 7 per cent were commuters.
Commenting on the results Anthony Smith, chief executive of Transport Focus, said:
“Our research shows that up and down the country motorway services are providing customers with a good experience and are playing a positive role in helping them rest and recharge before continuing to drive. They tell us they feel less stressed and are more awake after a good break.
“Motorway service operators must not rest on their laurels however; our message is clear – use the results to deliver even higher levels of customer satisfaction in future.
“Ensuring that visitors feel their experience is worth the money paid, that the choice of food is good and the services are welcoming and well-maintained are important areas for motorway service operators to watch.”