If you travelling up to the the biggest driving instructor conference that’s taking place this weekend, the latest report on service stations may be a timely read.

Moto Rugby services on the M6 has been rated the best motorway services for the second year running.

Transport Focus carried out an independent user survey to calculate the winners and losers.

Time for a break

Researchers spoke to more than 30,000 visitors at 120 motorway services in Great Britain. They asked for views on the toilets, customer service, value of the food and drink and electric vehicle charging facilities.

In the sixth year of the survey, motorway services have performed well. It found 94% of visitors satisfied with their visit, up from 93% in 2022.

Moto’s Rugby in Warwickshire was awarded the best rated motorway services with 100% of visitors satisfied.

As the newest site in the country, Rugby was rated highly for its food and drink, toilets and friendly staff.

Highest rated motorway services

Motorway service station  Operator % satisfied Ranking out of 120
Rugby Moto 100 1
Killington Lake Roadchef 99 2
Annandale Water Roadchef 99 3
Wetherby Moto 99 4
Stafford South Roadchef 99 5
Corley South Welcome Break 99 6
Chester Roadchef 99 7
Reading East Moto 99 8
Leeds Skelton Lake Extra 98 9
Ferrybridge Moto 98 10

Lowest rated motorway services

Welcome Break’s Hartshead Moor East on the M62 is lowest rated for overall satisfaction (84%). Visitors are also least likely to recommend it to a friend.

Work to refurbish the toilets at Hartshead Moor East were underway during the survey period and portable toilets were in place. That was never going to help at the time, but may have improved opinions since.

In Scotland Roadchef’s Annandale Water is the highest rated services (99% and Welcome Break Sarn Park is the highest rated in Wales (96%).

Anthony Smith, chief executive of the independent watchdog Transport Focus, said the survey reveals many positives.

“Motorway services offer a great experience with friendly and helpful staff and provide drivers with the opportunity to rest, relax and take a break before continuing their journey.

“But there is still room for improvement, including making sure the range of food and drink on offer is good value for money for visitors as cost of living increases continue to bite.”

Motorway service station  

 

Operator

 % satisfied Ranking out of 120
Membury East Welcome Break 89 111
Sandbach South Roadchef 89 112
Cardiff Gate Welcome Break 89 113
Sedgemoor North Welcome Break 89 114
Lancaster South Moto 88 115
Hartshead Moor West Welcome Break 88 116
Bridgwater Moto 88 117
Toddington South Moto 88 118
Toddington North Moto 88 119
Hartshead Moor East Welcome Break 84 120

Key findings

  • 92% of visitors were satisfied with the toilets (up from 88% in 2022).
  • More than nine in 10 visitors said staff at the services were helpful and friendly.
  • Value for money continues to be an area for improvement – nearly two thirds (64%) of visitors thought the food or drink available to eat in the services was value for money and six in ten (57%) thought the takeaway food was good value for money.
  • Stopping at services has a positive impact on drivers’ mood and provides an opportunity to rest, relax and take a break. Three in ten visitors (30%) arrived at services saying they feel tired, stressed or frustrated. This went down to 5% feeling tired, stressed or frustrated after stopping at the services. after stopping at the services.
  • EV users were the least satisfied overall at 89%, followed by HGV drivers at 90%.
  • Around two thirds of disabled users said that services catered well for their impairment, which leaves room for improvement by operators.
  • The cost-of -iving crisis continues to affect road users. Four in ten said they are cutting back on day-to-day spending, with 27% of users saying they are going to fewer places, 15 per cent are using their vehicle less and 22% going on holiday less.

The report says investment is continuing to make a real difference for road users.

Birchanger Green (Welcome Break) has seen the biggest increase in overall satisfaction. It was  up from 83% in 2022 to 96% in 2023.

Refreshments

Transport Focus uses the survey to make the case for improvements. It helps operators focus on the things that matter most to visitors.

Measuring motorway service visitor satisfaction by Transport Focus began in 2017. Then, the lowest overall satisfaction score at any site was 62%. In 2023 the lowest site score was 84%.

The survey data shows that visitors have noticed these improvements. It shows the investment by motorway service operators over that time has made a real difference.

In 2017 six out of ten motorway services scored 90% or more for overall visitor satisfaction. However, in 2023 more than 90% of services have this high level of satisfaction.

To download the Transport Focus report, click here.