93% of visitors to motorway service stations are satisfied with their experience, reveals poll

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10th July 2020 11:44 - Automotive

93% of visitors to motorway service stations are satisfied with their experience: A survey of motorists has found that the vast majority of people visiting motorway service stations (93%) are either ‘fairly’ or ‘very satisfied’ with their experience - this is an increase from 89% last year.

The survey by Transport Focus polled 9,808 motorists for its annual survey, however this year, due to the coronavirus pandemic, only operators have been ranked - rather than the 112 individual service stations throughout the UK. It found that almost two-thirds of survey participants (64%) said they were ‘very satisfied’ with their experience.

Ranking joint top for overall satisfaction (managing 14 of the UKs service stations) was Westmorland services, a small network of five services including Tebay and Gloucester, alongside Extra services, with locations in Baldock and Winchester. Both operators were given an overall  satisfaction rating of 97%, however, 87% of Westmorland customers were ‘very satisfied’ compared to 68% of Extra visitors. 

Ranking second was Euro Garages, with 96% of visitors satisfied overall (81% ‘very satisfied’),  followed by Roadchef (95% - with 69% ‘very satisfied’), Moto (93% - with 61% ‘very satisfied’), and Welcome Break (92% - with 59% ‘very satisfied’). 

Euro Garages saw the biggest increase in satisfaction, rising from 86% last year to 96%, while Extra rose from 89% to its top-ranking 97% in the latest poll. Roadchef increased from 92% to 95%, while Moto was up from 90% to 93% and Welcome Break had seen a rise from 90% to 92% since last year’s poll. 

Looking at satisfaction levels of food and drink offerings at UK motorway services, 98% said the amount of seating available was either ‘very' or ‘fairly’ good, followed by the ‘friendliness of staff’ (94%), speed of service (94%) and the quality of food and drink (93%). Table cleanliness scored 90%, while the quality of the Wi-Fi scored 80%. At the bottom of the table was ‘value for money’, scoring 69% - with just 30% saying this area was ‘very good’.

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