Best place to stop
Service stations top up on customer satisfaction
The best motorway service station in the UK has been named as Rugby Services, on the M6.
Operated by Moto, it has scored 100% in a satisfaction survey carried out by Transport Focus.
Hartshead Moor East on the M62 comes in last place with an 80% satisfaction rating.
Transport Focus spoke to more than 31,000 visitors at 119 motorway services in Great Britain. Questions focused on toilets, staff, value of the food and drink, electric vehicle charging and the impact their visit has on drivers’ mood.
This is the survey’s fifth year and generally customers are happy overall with service station standards, leading to 93% of visitors happy with their visit.
Lorry drivers less happy
Five of the top 10 best service stations are operatated by Moto, with its Donnington Park site placing second.
Anthony Smith, chief executive of Transport Focus, said: “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.”
However, the research found that ratings are lower for the HGV facilities. It was one of the issues that has led to problems recruiting and retaining lorry drivers in the UK following Brexit. Lowest ratings are for number of showers and value for money. HGV drivers are also less happy than other user types with the quality of the road surfaces in the service areas, the layout of the parking area and the safety and security of vehicle while left in the car park.
UK’s top 10 motorway service stations:
|Blackburn with Darwen
Hartshead Moor East is the least popular out of 119 service stations analysed.
The Welcome Break-owned site, on the M62 near Huddersfield, received an overall satisfaction rating of just 80%. Only three out of four, or 75%, of visitors were satisfied with the toilets.
The services is on the busiest route across the Pennines from Lancashire to Yorkshire, which includes the UK’s highest motorway point. Here, the M62 reaches 1,221ft above sea level near Denshaw in Saddleworth, Oldham.
Hartshead Moor also has a section for westbound traffic, which received a score of 87% in the survey.
Welcome Break said in a statement: “We are very disappointed with the results from our site at Hartshead Moor East.
“We will be working closely with our teams to address the feedback from the report as well as prioritising the site for future investment.”
The lowest rated services were:
Hartshead Moor East (M62)
Lancaster South (M6)
Charnock Richard South (M6)
Birchanger Green (M11)
Warwick South (M40)
The full report can be viewed here.