Transport Focus

Transport Focus (official website) is a 'watchdog' for transport users in the UK, sponsored by the Department for Transport. After England's major road network was taken out of direct government control, Transport Focus had their remit expanded in 2015 to represent the needs of users of those roads. In practice, their work involves conducting satisfaction surveys for the benefit of the industry and the media, which since 2017 has included a regular investigation into motorway service areas.

While their full study gives an interesting account of what customers look for in a service station, it is the so-called 'league table' that attracts press attention. The league table normally shows that the vast majority of service areas achieve virtually the same score, but by organising them into a scoreboard and ignoring the margin of error, it adds potential for some dramatic headlines that in turn generate publicity that is then used to justify the watchdog's expenditure.

Transport Focus's work remains much more thorough than many of the other 'surveys' that are published about service stations. However, while they sell their report as being for the benefit of consumers, their work is only really of immediate benefit of service station operators. For example, recent surveys have studied the use and satisfaction of different ordering systems, which no road user is going to factor into their journey, but the surveys have never studied the impact of service station location - which is extremely important to road users.

Their relentless positivity can be seen when comparing their satisfaction scores with those of consumer group Which? Magazine, which in a similar period produced much, much lower results. There is nothing inherently wrong with either study: they are both useful tools with a lot of data that has been packaged it up for very different audiences. In 2024, even Transport Focus felt fit to ask themselves why their results were seemingly out of step with public opinion, with their own foreword including the statement: "it is not clear exactly why there is such a large disparity between satisfaction at a particular site and provision as a whole".

As the UK's road authorities and the road network's facilities now have virtually no supervision, many people imagine Transport Focus will be that regulator, but their remit is merely to represent road users and their work on roads is more like a consultancy, where they provide helpful advice to the industry but never say anything that will cause any upset.

2023/2024 HGV Survey

Between September 2023 and February 2024, a new form of survey was conducted for the benefit of HGV drivers. This follows several years of criticism from HGV facilities that forced the Department for Transport to promise improvements. The results were published in November 2024, with follow-ups expected over the following years.

Surveys were conducted at roughly of a third of English HGV facilities, which included motorway service areas, some A-road service areas, signposted truckstops and most commercial truckstops that are positioned with 5km of an English trunk road; they reckon there are around 225 of these in total. Despite all the issues HGV drivers had reported, Transport Focus's work concluded that drivers were "highly satisfied" with the facilities they were using, despite the full report highlighting "significant" issues with a shortage of facilities, "major" complaints about there not being enough places to park, "increasing" concern that overnight parking is unsafe, "many" complaints about overnight parking being too noisy to sleep and "comparatively low" satisfaction with the food available. This discrepancy was highlighted by the report itself, but could not be explained.

The first two of those criticisms are largely out of the control of the facilities surveyed, so this survey ought to be treated more as an assessment of the scale of the problem, rather than a comparison of who's doing a good or a bad job, not that the media will view it that way. This is especially true seeing as only a representative sample have been studied, so the worst performers may not be the worst in the country.

The results shown below highlight the service areas and truckstops which are officially signed from the major road network only. In line with other pages on this website, facilities that aren't signposted are not included. The highest satisfaction score of 99% went to Formula Premier Truckstop in Ellesmere Port.

Ranking	Name	Operator	Score
3	Sutterton Truck Port	Sutterton Truck Port	99
5	Ingleby Arncliffe services northbound	Exelby Services	98
6	Strensham services southbound	Roadchef	98
9	Ashford International Truckstop	Ashford International Truckstop	97
13	Red Lion Truckstop	Red Lion Truckstop	97
14	Folkestone services	Stop 24	96
18	Stibbington Diner	Stibbington Diner	95
21	Stafford services southbound	Roadchef	93
23	Reading services westbound	Moto	92
24	Warwick services southbound	Welcome Break	92
25	South Mimms services	Welcome Break	92
27	Tibshelf services southbound	Roadchef	90
28	Leicester North services	Shell	90
29	Corley services north-westbound	Welcome Break	90
30	Wetherby services	Moto	89
31	Adderstone services	Purdy Lodge	89
33	Chester services	Roadchef	87
34	Winchester services southbound	Moto	87
35	Lymm truckstop	Moto	87
36	Fourwentways services	Shell	87
38	Hopwood Park services	Welcome Break	86
39	Maidstone services	Roadchef	86
40	Rivington services southbound	EG On The Move	85
41	Cartgate picnic area	National Highways	85
43	Durham services	Roadchef	84
44	Gordano services	Welcome Break	84
45	Birchanger Green services	Welcome Break	86
46	Michaelwood services	Welcome Break	84
47	London Gateway services	Welcome Break	84
49	Cherwell Valley services	Moto	83
50	Grantham North services	Moto	83
51	Hilton Park services southbound	Moto	82
52	Cambridge services	Extra	82
53	Leigh Delamere services eastbound	Moto	82
54	Sandbach services southbound	Roadchef	82
55	Northampton services southbound	Roadchef	81
56	Leeming Bar rest area	Moto	80
57	Beaconsfield services	Extra	80
58	Sutton Scotney services northbound	Roadchef	79
59	Bridgwater services	Moto	78
60	Hartshead Moor services eastbound	Welcome Break	76
61	Cobham services	Extra	76
63	Trowell services northbound	Moto	76
64	Brampton Hut services	BP Express	74
65	Frankley services southbound	Moto	74
66	Sedgemoor services northbound	Welcome Break	72
67	Burtonwood services	Welcome Break	72
68	Chieveley services	Moto	71
69	Birch services eastbound	Moto	66
70	Lancaster services southbound	Moto	62
71	Severn View services	Moto	62
72	Woolley Edge services northbound	Moto	60

It is worth noting that the nearly-derelict Leeming Bar and the absolutely huge Beaconsfield both received the exact same score, suggesting that there is no link at all between size or scale and the result received.

2023 Survey

The 2023 survey took place during the spring and was published in October 2023, which began with a media event was held at Leeds Skelton Lake services and every participating operator sending a simultaneous tweet praising Transport Focus. This follows a summer where a large number of surveys from car hire companies have already been published and received a lot of media attention, despite those ones involving very little research.

Transport Focus's results are a little bit more considered, and were as follows:

Ranking	Name	Operator	Score
1	Rugby	Moto	100
2	Killington Lake	Roadchef	99
3	Annandale Water	Roadchef	99
4	Wetherby	Moto	99
5	Stafford southbound	Roadchef	99
6	Corley south-eastbound	Welcome Break	99
7	Chester	Roadchef	99
8	Reading eastbound	Moto	99
9	Leeds Skelton Lake	Extra	98
10	Ferrybridge	Moto	98
11	Donington	Moto	98
12	Northampton northbound	Roadchef	98
13	Burton-in-Kendal	Moto	98
14	Maidstone	Roadchef	98
15	Reading westbound	Moto	97
16	Birch westbound	Moto	97
17	Frankley northbound	Moto	97
18	Trowell northbound	Moto	97
19	Medway westbound	Moto	97
20	Woodall southbound	Welcome Break	97
21	Abington	Welcome Break	97
22	Hopwood Park	Welcome Break	96
23	Woolley Edge southbound	Moto	96
24	Corley north-westbound	Welcome Break	96
25	Heston westbound	Moto	96
26	Birchanger Green	Welcome Break	96
27	Doncaster (North)	Moto	96
28	Heston eastbound	Moto	96
29	Southwaite southbound	Moto	96
30	Stirling	Moto	96
31	Tibshelf southbound	Roadchef	96
32	South Mimms	Welcome Break	96
33	Washington northbound	Moto	96
34	Peterborough	Extra	96
35	Beaconsfield	Extra	96
36	Tamworth	Moto	96
37	Fleet north-eastbound	Welcome Break	96
38	Hamilton	Roadchef	96
39	Sarn Park	Welcome Break	96
40	Hilton Park northbound	Moto	95
41	Woolley Edge northbound	Moto	95
42	Washington southbound	Moto	95
43	Rownhams south-westbound	Roadchef	95
44	Warwick southbound	Welcome Break	95
45	Birch eastbound	Moto	95
46	Telford	Welcome Break	95
47	Durham	Roadchef	95
48	Blackburn with Darwen	Extra	95
49	Oxford	Welcome Break	95
50	Baldock	Extra	95
51	Charnock Richard southbound	Welcome Break	95
52	Strensham northbound	Roadchef	95
53	Leicester Forest East southbound	Welcome Break	95
54	Michaelwood northbound	Welcome Break	95
55	Leicester Forest East northbound	Welcome Break	95
56	Watford Gap northbound	Roadchef	95
57	Burtonwood	Welcome Break	95
58	Newport Pagnell northbound	Welcome Break	95
59	Charnock Richard northbound	Welcome Break	95
60	Gretna	Welcome Break	95
61	Hilton Park southbound	Moto	94
62	Warwick northbound	Welcome Break	94
63	Watford Gap southbound	Roadchef	94
64	Chieveley	Moto	94
65	Cullompton	Extra	94
66	Pease Pottage	Moto	94
67	Cobham	Extra	94
68	Winchester northbound	Moto	94
69	Strensham southbound	Roadchef	94
70	Tibshelf northbound	Roadchef	94
71	Pont Abraham	Roadchef	94
72	Stafford northbound	Moto	94
73	Trowell southbound	Moto	94
74	Medway eastbound	Moto	94
75	Severn View	Moto	94
76	Bothwell	Roadchef	94
77	Kinross	Moto	93
78	Frankley southbound	Moto	93
79	Exeter	Moto	93
80	Michaelwood southbound	Welcome Break	93
81	Southwaite northbound	Moto	93
82	Leigh Delamere eastbound	Moto	93
83	Magor	Roadchef	93
84	Sandbach northbound	Roadchef	93
85	Thurrock	Moto	93
86	Norton Canes	Roadchef	93
87	Northampton southbound	Roadchef	93
88	Fleet south-westbound	Welcome Break	93
89	Cherwell Valley	Moto	93
90	Keele northbound	Welcome Break	93
91	Gordano	Welcome Break	93
92	Leigh Delamere westbound	Moto	93
93	Winchester southbound	Moto	93
94	Membury westbound	Welcome Break	92
95	Knutsford southbound	Moto	92
96	Keele southbound	Welcome Break	92
97	Lancaster northbound	Moto	92
98	Blyth	Moto	92
99	Swansea West	Moto	92
100	Clacket Lane westbound	Roadchef	92
101	Clacket Lane eastbound	Roadchef	92
102	Sedgemoor southbound	Roadchef	91
103	Taunton Deane southbound	Roadchef	91
104	Cardiff West	Moto	91
105	London Gateway	Welcome Break	91
106	Knutsford northbound	Moto	91
107	Taunton Deane northbound	Roadchef	90
108	Woodall northbound	Welcome Break	90
109	Newport Pagnell southbound	Welcome Break	90
110	Rownhams north-eastbound	Roadchef	90
111	Membury eastbound	Welcome Break	89
112	Sandbach southbound	Roadchef	89
113	Cardiff Gate	Welcome Break	89
114	Sedgemoor northbound	Welcome Break	89
115	Lancaster southbound	Moto	88
116	Hartshead Moor westbound	Welcome Break	88
117	Bridgwater	Moto	88
118	Toddington southbound	Moto	88
119	Toddington northbound	Moto	88
120	Hartshead Moor eastbound	Welcome Break	84

EG Group, Westmorland and Stop 24 declined to be part of the survey, leaving just the major operators interested in the display.

The media were interested in Hartshead Moor coming last again, but Transport Focus were keen to point out that this may have been as refurbishment works were ongoing, following the previous year's results being published. The Transport Focus summary also pointed out that the Transport Focus survey results have improved since Transport Focus started doing surveys.

The results were published with the headline "satisfaction is high", despite starting from last year's high base. All four operators were praised, and while an example of a negative experience was given as staff being rude, it was immediately noted that this was rare and could have been because they were busy.

Roadchef and Moto did well in the top 10s, with Extra surprisingly lacking, and Moto and Welcome Break at the lower ends. What's more interesting is that newer buildings didn't seem to yield any better results. Another interesting detail is that Extra and Roadchef performed well for perceived value for money, whereas Moto and Welcome Break performed poorly on this metric. Killington Lake's toilets were fully recommended and Annandale Water was the most-recommended site.

HGV drivers remained the least satisfied road users, and prices remained the biggest complaint, although one interesting chart did suggest that this was only true for Welcome Break and Moto - the two operators we already knew were inflating prices - suggesting their policy was not unnoticed by the public.

2022 Survey

The delayed 2022 survey was published in October, where a media event was held at the winning Rugby services, which is also the UK's newest entry. The report announced that "MSAs are doing a great job" and that the results show that "service areas have once again performed well". Some issues were raised, like the high prices (as ever) and the poor HGV parking provision, but these were quickly glossed over and the government were thanked for improving HGV facilities.

This time the scope of the survey was expanded to include Wales and Scotland, but Moto did not enter sites outside England, and Westmorland opted not to enter any of their sites, which caused a lot of confusion in the media. Stop 24 did enter for the first time in a while.

Another change for 2022 was that customers surveyed would now be offered the opportunity to provide detailed feedback at a later date. This allowed people to respond in their own time, though it assumes their experience was in any way memorable.

What is interesting about the 2022 results is that the grade inflation is much more severe than it has been in previous years. The report itself asks that the figures do not be compared with previous years, because of the changed methodology and different time of year.

The 2022 survey received even more media coverage than usual, including a feature on Have I Got News For You, where one of the panellists called the league table "a waste of time".

Ranking	Name	Operator	Score
1	Rugby	Moto	100
2	Donington	Moto	99
3	Blackburn with Darwen	Extra	99
4	Strensham northbound	Roadchef	99
5	Medway eastbound	Moto	99
6	Stafford southbound	Roadchef	98
7	Wetherby	Moto	98
8	Peterborough	Extra	98
9	Washington southbound	Moto	98
10	Rivington northbound	EG Group	98
11	Burton-in-Kendal	Moto	98
12	Knutsford northbound	Moto	98
13	Stafford northbound	Moto	97
14	Northampton southbound	Roadchef	97
15	Tibshelf southbound	Roadchef	97
16	Birch westbound	Moto	97
17	Corley north-westbound	Welcome Break	97
18	Keele northbound	Welcome Break	97
19	Sarn Park	Welcome Break	97
20	Killington Lake	Roadchef	97
21	Northampton northbound	Roadchef	97
22	Corley south-eastbound	Welcome Break	97
23	Oxford	Welcome Break	97
24	Fleet north-eastbound	Welcome Break	97
25	Medway westbound	Moto	97
26	Chieveley	Moto	97
27	Reading westbound	Moto	97
28	Maidstone	Roadchef	97
29	Leeds Skelton Lake	Extra	96
30	Tibshelf northbound	Roadchef	96
31	Exeter	Moto	96
32	Baldock	Extra	96
33	Chester	Roadchef	96
34	Rivington southbound	Euro Garages	96
35	Cherwell Valley	Moto	96
36	Winchester southbound	Moto	96
37	Heston eastbound	Moto	96
38	Keele southbound	Welcome Break	95
39	Cullompton	Extra	95
40	Strensham southbound	Roadchef	95
41	Doncaster (North)	Moto	95
42	Watford Gap southbound	Roadchef	95
43	Trowell southbound	Moto	95
44	Durham	Roadchef	95
45	Trowell northbound	Moto	95
46	South Mimms	Welcome Break	95
47	Clacket Lane eastbound	Roadchef	95
48	Woolley Edge southbound	Moto	95
49	Clacket Lane westbound	Roadchef	95
50	Fleet south-westbound	Welcome Break	95
51	Hopwood Park	Welcome Break	95
52	Leicester Forest East northbound	Welcome Break	95
53	Michaelwood southbound	Welcome Break	95
54	Hamilton	Roadchef	94
55	Burtonwood	Welcome Break	94
56	Taunton Deane northbound	Roadchef	94
57	Leicester Forest East southbound	Welcome Break	94
58	Beaconsfield	Extra	94
59	Pease Pottage	Moto	94
60	Birch eastbound	Moto	94
61	Sandbach northbound	Roadchef	94
62	Heston westbound	Moto	94
63	Magor	Roadchef	94
64	Rownhams westbound	Roadchef	94
65	Leigh Delamere eastbound	Moto	94
66	Annandale Water	Roadchef	93
67	Norton Canes	Roadchef	93
68	Cobham	Extra	93
69	Blyth	Moto	93
70	Leigh Delamere westbound	Moto	93
71	Charnock Richard northbound	Welcome Break	93
72	Thurrock	Moto	93
73	London Gateway	Welcome Break	93
74	Pont Abraham	Roadchef	93
75	Reading eastbound	Moto	93
76	Taunton Deane southbound	Roadchef	92
77	Hilton Park southbound	Moto	92
78	Washington northbound	Moto	92
79	Rownhams eastbound	Roadchef	92
80	Lancaster northbound	Moto	92
81	Watford Gap northbound	Roadchef	92
82	Frankley northbound	Moto	92
83	Cardiff Gate	Welcome Break	92
84	Hilton Park northbound	Moto	92
85	Michaelwood northbound	Welcome Break	91
86	Sedgemoor southbound	Welcome Break	91
87	Southwaite southbound	Moto	91
88	Abington	Welcome Break	91
89	Telford	Welcome Break	90
90	Newport Pagnell northbound	Welcome Break	90
91	Sedgemoor northbound	Welcome Break	90
92	Winchester northbound	Moto	90
93	Southwaite northbound	Moto	90
94	Sandbach southbound	Roadchef	89
95	Severn View	Moto	89
96	Membury eastbound	Welcome Break	89
97	Newport Pagnell southbound	Welcome Break	89
98	Toddington northbound	Moto	89
99	Knutsford southbound	Moto	89
100	Gretna	Welcome Break	88
101	Ferrybridge	Moto	88
102	Tamworth	Moto	88
103	Membury westbound	Welcome Break	88
104	Toddington southbound	Moto	88
105	Hartshead Moor westbound	Welcome Break	87
106	Bothwell	Roadchef	87
107	Woodall northbound	Welcome Break	87
108	Warwick northbound	Welcome Break	87
109	Gordano	Welcome Break	86
110	Bridgwater	Moto	86
111	Woodall southbound	Welcome Break	85
112	Frankley southbound	Moto	85
113	Woolley Edge northbound	Moto	84
114	Folkestone	Stop 24	84
115	Warwick southbound	Welcome Break	84
116	Birchanger Green	Welcome Break	83
117	Charnock Richard southbound	Welcome Break	83
118	Lancaster southbound	Moto	83
119	Hartshead Moor eastbound	Welcome Break	80

Usual small print aside, the survey did show a large quantity of Moto service areas in the top 10, and of Welcome Breaks in the bottom 10. Euro Garages were technically the best operator, and Stop 24 technically the worst, but Extra were the best of the main operators and Welcome Break the worst of the main ones, where they scored particularly badly on toilets.

Extra service areas were said to be especially popular, with people seeking them out and an "exceptionally high" number of people recommending them. McDonald's and Costa were said to be the most popular brands.

2020 Survey

The 2020 survey methodology was cut short due to the COVID-19 pandemic. As a result, Transport Focus wisely did not publish a complete list of all scores. Instead they published the average score for each operator, and allowed the media to heap praise on every service area run by that operator, including ones which aren't on motorways.

As always, the results for each operator were broadly proportionate to the number of sites they owned, with Moto getting 93% satisfaction and much-smaller Westmorland getting 97% satisfaction. Much was made of Euro Garages increasing their score from 86% to 96%, but as they only run one whole site, that figure is based on a much smaller sample and is prone to changing a lot.

2019 Survey

The 2019 survey was conducted in Spring 2019. In general most scores had fallen slightly, while the bottom few had all improved their act. The end result was that the rankings were shaken up a bit while remaining broadly the same.

In particular, Euro Garages had fallen from the best operator to the worst, leaving Westmorland back in front. It was another good year for Roadchef, and a disappointing one for Moto. It also found that professional drivers were the least satisfied, leisure the most, and prices remained the main bone of contention.

For the first time, the highly-publicised league table produced a ranking for every single entrant, breaking apart the sites which had the same score.

Ranking	Name	Operator	Score
1	Norton Canes	Roadchef	99
2	Heston westbound	Moto	99
3	Gloucester southbound	Westmorland	99
4	Stafford northbound	Moto	99
5	South Mimms	Welcome Break	99
6	Winchester northbound	Moto	99
7	Gloucester northbound	Westmorland	98
8	Stafford southbound	Roadchef	98
9	Tibshelf northbound	Roadchef	98
10	Hilton Park southbound	Moto	98
11	Exeter	Moto	98
12	Michaelwood northbound	Welcome Break	98
13	Oxford	Welcome Break	97
14	Tebay southbound	Westmorland	97
15	Tebay northbound	Westmorland	97
16	Heston eastbound	Moto	97
17	Chieveley	Moto	97
18	Wetherby	Moto	97
19	Killington Lake	Roadchef	97
20	London Gateway	Welcome Break	96
21	Clacket Lane westbound	Roadchef	96
22	Michaelwood southbound	Welcome Break	96
23	Warwick southbound	Welcome Break	96
24	Rownhams westbound	Roadchef	96
25	Hopwood Park	Welcome Break	96
26	Cherwell Valley	Moto	95
27	Pease Pottage	Moto	95
28	Warwick northbound	Welcome Break	95
29	Maidstone	Roadchef	95
30	Birchanger Green	Welcome Break	95
31	Peterborough	Extra	95
32	Trowell southbound	Moto	95
33	Corley south-eastbound	Welcome Break	95
34	Doncaster (North)	Moto	94
35	Northampton northbound	Roadchef	94
36	Corley north-westbound	Welcome Break	94
37	Sandbach southbound	Roadchef	94
38	Woolley Edge southbound	Moto	93
39	Taunton Deane northbound	Roadchef	93
40	Keele northbound	Welcome Break	93
41	Fleet south-westbound	Welcome Break	93
42	Taunton Deane southbound	Roadchef	93
43	Thurrock	Moto	93
44	Baldock	Extra	93
45	Durham	Roadchef	93
46	Rownhams northbound	Roadchef	93
47	Lancaster northbound	Moto	93
48	Knutsford southbound	Moto	93
49	Northampton southbound	Roadchef	92
50	Blackburn with Darwen	Extra	92
51	Hartshead Moor westbound	Welcome Break	92
52	Strensham southbound	Roadchef	91
53	Bridgwater	Moto	91
54	Hartshead Moor eastbound	Welcome Break	91
55	Telford	Welcome Break	91
56	Strensham northbound	Roadchef	91
57	Beaconsfield	Extra	91
58	Chester	Roadchef	91
59	Toddington northbound	Moto	91
60	Fleet north-eastbound	Welcome Break	91
61	Woodall southbound	Welcome Break	90
62	Hilton Park northbound	Moto	90
63	Washington southbound	Moto	90
64	Cobham	Extra	90
65	Reading eastbound	Moto	90
66	Winchester southbound	Moto	90
67	Leigh Delamere westbound	Moto	90
68	Lancaster southbound	Moto	90
69	Frankley northbound	Moto	90
70	Sedgemoor southbound	Roadchef	90
71	Toddington southbound	Moto	89
72	Leicester Forest East southbound	Welcome Break	89
73	Newport Pagnell southbound	Welcome Break	89
74	Tamworth	Moto	89
75	Ferrybridge	Moto	88
76	Woolley Edge northbound	Moto	88
77	Leigh Delamere eastbound	Moto	88
78	Birch westbound	Moto	88
79	Newport Pagnell northbound	Welcome Break	88
80	Watford Gap northbound	Roadchef	88
81	Rivington southbound	Euro Garages	87
82	Keele southbound	Welcome Break	86
83	Trowell northbound	Moto	86
84	Donington Park	Moto	86
85	Tibshelf southbound	Roadchef	86
86	Washington northbound	Moto	86
87	Medway westbound	Moto	86
88	Knutsford northbound	Moto	86
89	Gordano	Welcome Break	86
90	Burton-in-Kendal	Moto	86
91	Woodall northbound	Welcome Break	85
92	Leicester Forest East northbound	Welcome Break	85
93	Clacket Lane eastbound	Roadchef	85
94	Medway eastbound	Moto	85
95	Sedgemoor northbound	Welcome Break	84
96	Reading westbound	Moto	84
97	Birch eastbound	Moto	84
98	Southwaite southbound	Moto	84
99	Watford Gap southbound	Roadchef	84
100	Rivington northbound	Euro Garages	84
101	Membury westbound	Welcome Break	84
102	Sandbach northbound	Roadchef	83
103	Southwaite northbound	Moto	81
104	Membury eastbound	Welcome Break	81
105	Blyth	Moto	80
106	Charnock Richard northbound	Welcome Break	79
107	Charnock Richard southbound	Welcome Break	77
108	Frankley southbound	Moto	75
109	Cullompton	Extra	74
110	Burtonwood	Welcome Break	73
111	Severn View	Moto	72

2018 Survey

The second survey was conducted in Spring 2018. It worked much like the previous survey, with modest improvements across the board.

It also looked at brand identity, and found that Moto, Euro Garages, McDonald's and Costa were some of the most recognisable brand names.

Moto appeared to have a rough ride, with several poorly-performing sites and a poor total score. Westmorland and Euro Garages came joint top, with Roadchef responsible for the two top service stations.

If you compare each individual site with 2017's score, you'll see a lot of wild fluctuations. This is the risk of using a small dataset, and asking a public who aren't that fussed. Even so, the general trends are still interesting.

Ranking	Name	Operator	Score
1	Norton Canes	Roadchef	100
2	Stafford southbound	Roadchef	99
3	Wetherby	Moto	99
4	Hilton Park southbound	Moto	99
5	Corley south-eastbound	Welcome Break	99
6	Frankley northbound	Moto	99
6	Killington Lake	Roadchef	99
6	Pease Pottage	Moto	99
6	Tebay northbound	Westmorland	99
6	Tebay southbound	Westmorland	99
6	Woodall southbound	Welcome Break	99
12	Blyth	Moto	98
12	Corley north-westbound	Welcome Break	98
12	Fleet south-westbound (temporary)	Welcome Break	98
12	Knutsford southbound	Moto	98
12	Rivington northbound	Euro Garages	98
12	Sandbach northbound	Roadchef	98
18	Birch westbound	Moto	97
18	Chester	Roadchef	97
18	Donington	Moto	97
18	Gloucester southbound	Westmorland	97
18	Hopwood Park	Welcome Break	97
18	Keele northbound	Welcome Break	97
18	Medway westbound	Moto	97
18	Northampton northbound	Roadchef	97
18	Northampton southbound	Roadchef	97
18	Peterborough	Extra	97
18	Rivington southbound	Euro Garages	97
29	Baldock	Extra	96
29	Birchanger Green	Welcome Break	96
29	Doncaster (North)	Moto	96
29	Fleet north-eastbound	Welcome Break	96
29	London Gateway	Welcome Break	96
29	Michaelwood southbound	Welcome Break	96
35	Durham	Roadchef	95
35	Gordano	Welcome Break	95
35	Membury westbound	Welcome Break	95
35	Membury eastbound	Welcome Break	95
35	Sedgemoor southbound	Roadchef	95
35	South Mimms	Roadchef	95
35	Tibshelf southbound	Roadchef	95
42	Beaconsfield	Extra	94
42	Blackburn with Darwen	Extra	94
42	Clacket Lane westbound	Roadchef	94
42	Gloucester northbound	Westmorland	94
42	Knutsford northbound	Moto	94
42	Stafford northbound	Moto	94
42	Telford	Welcome Break	94
49	Winchester northbound	Roadchef	93
49	Burton-in-Kendal	Moto	93
49	Charnock Richard northbound	Welcome Break	93
49	Cullompton	Extra	93
49	Hilton Park northbound	Moto	93
49	Rownhams eastbound	Roadchef	93
49	Sedgemoor northbound	Welcome Break	93
49	Strensham northbound	Roadchef	93
49	Tamworth	Moto	93
49	Taunton Deane southbound	Roadchef	93
49	Tibshelf northbound	Roadchef	93
49	Woodall northbound	Welcome Break	93
61	Charnock Richard southbound	Welcome Break	92
61	Exeter	Moto	92
61	Hartshead Moor eastbound	Welcome Break	92
61	Michaelwood northbound	Welcome Break	92
61	Newport Pagnell northbound	Welcome Break	92
61	Trowell southbound	Moto	92
67	Cherwell Valley	Moto	91
67	Chieveley	Moto	91
67	Frankley southbound	Moto	91
67	Cobham	Extra	91
67	Keele southbound	Welcome Break	91
67	Leicester Forest East southbound	Welcome Break	91
67	Leigh Delamere westbound	Moto	91
67	Trowell northbound	Moto	91
67	Watford Gap southbound	Roadchef	91
76	Lancaster northbound	Moto	90
76	Sandbach southbound	Roadchef	90
76	Warwick southbound	Moto	90
76	Washington northbound	Moto	90
76	Watford Gap northbound	Roadchef	90
81	Reading westbound	Moto	89
81	Reading eastbound	Moto	89
81	Strensham southbound	Roadchef	89
81	Washington southbound	Moto	89
81	Woolley Edge northbound	Moto	89
86	Hartshead Moor westbound	Welcome Break	88
86	Heston eastbound	Moto	88
86	Oxford	Welcome Break	88
86	Southwaite southbound	Moto	88
86	Taunton Deane northbound	Roadchef	88
86	Woolley Edge southbound	Moto	88
92	Birch eastbound	Moto	87
92	Ferrybridge	Moto	87
92	Heston westbound	Moto	87
92	Lancaster southbound	Moto	87
92	Maidstone	Roadchef	87
92	Rownhams westbound	Roadchef	87
92	Warwick northbound	Welcome Break	87
99	Leigh Delamere eastbound	Moto	85
99	Medway eastbound	Moto	85
99	Severn View	Moto	85
102	Winchester southbound	Moto	84
103	Burtonwood	Moto	83
103	Clacket Lane westbound	Roadchef	83
103	Leicester Forest East northbound	Welcome Break	83
106	Toddington northbound	Moto	82
107	Bridgwater	Moto	81
108	Newport Pagnell southbound	Welcome Break	81
109	Southwaite northbound	Moto	80
110	Toddington southbound	Moto	72
111	Thurrock	Moto	68

Separate to the main study, in 2018 Transport Focus also carried out a pilot study to gather feedback on the service areas on the A3 and the A34. The study looked at the usual topics like the type of road user and the visitor satisfaction, as well as other comments such as users preferring a single amenity building, and not recognising the modern A-road service area signage.

2017 Survey

The first survey was conducted in Spring 2017, with the results presented at Beaconsfield in October 2017.

Although it analysed various aspects of how people use services, the main product was an individual customer satisfaction rating for every service station in England. The assessment covered road safety, pedestrian safety, wifi, and the quality of the exterior and interior.

Following the results, the Department for Transport pledged to investigate concerns with a shortage of HGV parking spaces.

Perhaps surprisingly for what promised to be a rigorous review, the overall conclusion was that most services were already meeting customer's needs fine. Of the 112 services visited, only two scored less than 75%. Many received more than 90% satisfaction, and 97% of people polled said they would happily visit the same service station again.

Heston received the lowest score, while Reading and Rivington both scored 100%.

Within the operators, Extra came top, while Westmorland came second. The big three were all very close together, but with Welcome Break third, Roadchef fourth and Moto fifth.

Value for money on parking, availability of parking and value for money on food were the three biggest concerns raised.

The full results are included below.

Ranking	Name	Operator	Score
1	Reading westbound	Moto	100
1	Rivington northbound	Euro Garages	100
3	Corley north-westbound	Welcome Break	99
3	Gloucester northbound	Westmorland	99
3	Gloucester southbound	Westmorland	99
3	Knutsford southbound	Moto	99
3	Norton Canes	Roadchef	99
8	Tebay northbound	Westmorland	98
8	Tebay southbound	Westmorland	98
10	Beaconsfield	Extra	97
10	Cobham	Extra	97
10	Cullompton	Extra	97
10	Tibshelf southbound	Roadchef	97
14	Baldock	Extra	96
14	Blackburn with Darwen	Extra	96
14	Cherwell Valley	Moto	96
14	Chester	Roadchef	96
14	Durham	Roadchef	96
14	Hilton Park northbound	Moto	96
14	Hilton Park southbound	Moto	96
14	Reading eastbound	Moto	96
14	South Mimms	Welcome Break	96
14	Taunton Deane southbound	Roadchef	96
14	Telford	Welcome Break	96
14	Woodall southbound	Welcome Break	96
26	Birchanger Green	Welcome Break	95
26	Blyth	Moto	95
26	Donington	Moto	95
26	Frankley southbound	Moto	95
26	Hopwood Park	Welcome Break	95
26	Leicester Forest East southbound	Welcome Break	95
26	Newport Pagnell northbound	Welcome Break	95
26	Rivington southbound	Euro Garages	95
26	Tamworth	Moto	95
35	Doncaster (North)	Moto	94
35	Frankley northbound	Moto	94
35	Hartshead Moor westbound	Welcome Break	94
35	Northampton southbound	Roadchef	94
35	Peterborough	Extra	94
35	Tibshelf northbound	Roadchef	94
41	Corley south-eastbound	Welcome Break	93
41	Leicester Forest East northbound	Welcome Break	93
41	Michaelwood southbound	Welcome Break	93
41	Pease Pottage	Moto	93
41	Sedgemoor southbound	Roadchef	93
41	Southwaite northbound	Moto	93
41	Strensham southbound	Roadchef	93
41	Taunton Deane northbound	Roadchef	93
41	Watford Gap northbound	Roadchef	93
41	Woolley Edge southbound	Moto	93
51	Birch westbound	Moto	92
51	Clacket Lane westbound	Roadchef	92
51	Woodall northbound	Welcome Break	92
54	Burton-in-Kendal	Moto	91
54	Charnock Richard northbound	Welcome Break	91
54	Fleet north-eastbound	Welcome Break	91
54	Hartshead Moor eastbound	Welcome Break	91
54	London Gateway	Welcome Break	91
54	Maidstone	Roadchef	91
54	Northampton northbound	Roadchef	91
54	Trowell northbound	Moto	91
62	Ferrybridge	Moto	90
62	Fleet south-westbound (temporary)	Welcome Break	90
62	Heston westbound	Moto	90
62	Killington Lake	Roadchef	90
62	Lancaster southbound	Moto	90
62	Stafford northbound	Moto	90
62	Warwick northbound	Welcome Break	90
69	Birch eastbound	Moto	89
69	Burtonwood	Welcome Break	89
69	Charnock Richard southbound	Welcome Break	89
69	Michaelwood northbound	Welcome Break	89
69	Newport Pagnell southbound	Welcome Break	89
69	Sandbach northbound	Roadchef	89
69	Strensham northbound	Roadchef	89
69	Washington southbound	Moto	89
77	Membury westbound	Welcome Break	88
78	Keele northbound	Welcome Break	87
78	Medway eastbound	Moto	87
78	Oxford	Welcome Break	87
78	Trowell southbound	Moto	87
78	Warwick southbound	Welcome Break	87
83	Chieveley	Moto	86
83	Folkestone	Stop 24	86
83	Leigh Delamere westbound	Moto	86
83	Sedgemoor northbound	Welcome Break	86
83	Toddington northbound	Moto	86
88	Knutsford northbound	Moto	85
88	Leigh Delamere eastbound	Moto	85
90	Exeter	Moto	84
90	Gordano	Welcome Break	84
90	Medway westbound	Moto	84
90	Sandbach southbound	Roadchef	84
90	Southwaite southbound	Moto	84
90	Wetherby	Moto	84
90	Winchester northbound	Moto	84
97	Severn View	Moto	83
97	Watford Gap southbound	Roadchef	83
99	Keele southbound	Welcome Break	82
99	Lancaster northbound	Moto	82
101	Thurrock	Moto	81
102	Woolley Edge northbound	Moto	80
103	Bridgwater	Moto	79
103	Clacket Lane eastbound	Roadchef	79
105	Membury eastbound	Welcome Break	77
106	Rownhams eastbound	Roadchef	76
106	Toddington southbound	Moto	76
106	Washington northbound	Moto	76
106	Winchester southbound	Moto	76
110	Rownhams westbound	Roadchef	75
111	Stafford southbound	Roadchef	70
112	Heston eastbound	Moto	62