Motorway Services Online

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'''Transport Focus''' ([https://www.transportfocus.org.uk/ official website]) is a watchdog for transport users in the UK, sponsored by the Department for Transport. In 2015, they branched out from just covering public transport to covering roads too, and in 2017 they started their first of what could be a regular investigation into motorway services.
'''Transport Focus''' ([https://www.transportfocus.org.uk/ official website]) is a watchdog for transport users in the UK, sponsored by the Department for Transport. In 2015, they branched out from just covering public transport to covering roads too, and in 2017 they started their first of what became a regular investigation into motorway services.


While the full study gives an interesting account as to where service areas need to improve their attention to detail (usually value for money), it is the so-called 'league table' that attracts press attention. This is a flawed measure, because they only interview an average of 100 people per service station, which is far too small a sample when the majority of customers are all saying the same thing.
While the full study gives an interesting account as to where service areas need to improve their attention to detail (usually value for money), 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, it adds potential for some dramatic headlines that in turn generate publicity that keeps the organisation going.


To explain this, look at how the rankings totally change every year, the scores have a very narrow range, suggesting most customers just aren't that bothered. Most customers base their answer on what food brands are available, meaning small and quiet services get penalised. While we recognise that operators can't do anything about roundabouts, arguably a stressful junction should count against a service area as a satisfying place to stop. Finally there has been no research into how the wider environment could affect perceived satisfaction: do stressful motorways attract stressed customers?
Transport Focus's work remains much more thorough than many of the other 'surveys' that are published about service stations. However, they pay attention mainly to the needs of leisure users rather than HGV drivers, and even with HGVs there is normally a positive angle to report.


==2022 Survey==
==2022 Survey==
The results of a delayed survey, following a break for the pandemic, are expected to be published on 19 October 2022.
The delayed 2022 survey was published in October, where a media event was held at the winning [[Rugby|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".
 
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. [[Folkestone|Stop 24]] did enter for the first time in a while.
 
{| class="wikitable sortable"
! Ranking !! Name !! Operator !! Score
|-
| 1 || [[Rugby]] || Moto || 100
|-
| 2 || [[Donington Park]] || Moto || 99
|-
| 3 || [[Blackburn with Darwen]] || Extra || 99
|-
| 4 || [[Strensham|Strensham northbound]] || Roadchef || 99
|-
| 5 || [[Medway|Medway eastbound]] || Moto || 99
|-
| 6 || [[Stafford (South)|Stafford southbound]] || Roadchef || 98
|-
| 7 || [[Wetherby]] || Moto || 98
|-
| 8 || [[Peterborough]] || Extra || 98
|-
| 9 || [[Washington|Washington southbound]] || Moto || 98
|-
| 10 || [[Rivington|Rivington northbound]] || EG Group || 98
|-
| 11 || [[Burton-in-Kendal]] || Moto || 98
|-
| 12 || [[Knutsford|Knutsford northbound]] || Moto || 98
|-
| 13 || [[Stafford (North)|Stafford northbound]] || Moto || 97
|-
| 14 || [[Northampton|Northampton southbound]] || Roadchef || 97
|-
| 15 || [[Tibshelf|Tibshelf southbound]] || Roadchef || 97
|-
| 16 || [[Birch|Birch westbound]] || Moto || 97
|-
| 17 || [[Corley|Corley north-westbound]] || Welcome Break || 97
|-
| 18 || [[Keele|Keele northbound]] || Welcome Break || 97
|-
| 19 || [[Sarn Park]] || Welcome Break || 97
|-
| 20 || [[Killington Lake]] || Roadchef || 97
|-
| 21 || [[Northampton|Northampton northbound]] || Roadchef || 97
|-
| 22 || [[Corley|Corley south-eastbound]] || Welcome Break || 97
|-
| 23 || [[Oxford]] || Welcome Break || 97
|-
| 24 || [[Fleet|Fleet north-eastbound]] || Welcome Break || 97
|-
| 25 || [[Medway|Medway westbound]] || Moto || 97
|-
| 26 || [[Chieveley]] || Moto || 97
|-
| 27 || [[Reading|Reading westbound]] || Moto || 97
|-
| 28 || [[Maidstone]] || Roadchef || 97
|-
| 29 || [[Leeds Skelton Lake]] || Extra || 96
|-
| 30 || [[Tibshelf|Tibshelf northbound]] || Roadchef || 96
|-
| 31 || [[Exeter]] || Moto || 96
|-
| 32 || [[Baldock]] || Extra || 96
|-
| 33 || [[Chester]] || Roadchef || 96
|-
| 34 || [[Rivington|Rivington southbound]] || Euro Garages || 96
|-
| 35 || [[Cherwell Valley]] || Moto || 96
|-
| 36 || [[Winchester|Winchester southbound]] || Moto || 96
|-
| 37 || [[Heston|Heston eastbound]] || Moto || 96
|-
| 38 || [[Keele|Keele southbound]] || Welcome Break || 95
|-
| 39 || [[Cullompton]] || Extra || 95
|-
| 40 || [[Strensham|Strensham southbound]] || Roadchef || 95
|-
| 41 || [[Doncaster (North)]] || Moto || 95
|-
| 42 || [[Watford Gap|Watford Gap southbound]] || Roadchef || 95
|-
| 43 || [[Trowell|Trowell southbound]] || Moto || 95
|-
| 44 || [[Durham]] || Roadchef || 95
|-
| 45 || [[Trowell|Trowell northbound]] || Moto || 95
|-
| 46 || [[South Mimms]] || Welcome Break || 95
|-
| 47 || [[Clacket Lane|Clacket Lane eastbound]] || Roadchef || 95
|-
| 48 || [[Woolley Edge|Woolley Edge southbound]] || Moto || 95
|-
| 49 || [[Clacket Lane|Clacket Lane westbound]] || Roadchef || 95
|-
| 50 || [[Fleet|Fleet south-westbound]] || Welcome Break || 95
|-
| 51 || [[Hopwood Park]] || Welcome Break || 95
|-
| 52 || [[Leicester Forest East|Leicester Forest East northbound]] || Welcome Break || 95
|-
| 53 || [[Michaelwood|Michaelwood southbound]] || Welcome Break || 95
|-
| 54 || [[Hamilton]] || Roadchef || 94
|-
| 55 || [[Burtonwood]] || Welcome Break || 94
|-
| 56 || [[Taunton Deane|Taunton Deane northbound]] || Roadchef || 94
|-
| 57 || [[Leicester Forest East|Leicester Forest East southbound]] || Welcome Break || 94
|-
| 58 || [[Beaconsfield]] || Extra || 94
|-
| 59 || [[Pease Pottage]] || Moto || 94
|-
| 60 || [[Birch|Birch eastbound]] || Moto || 94
|-
| 61 || [[Sandbach|Sandbach northbound]] || Roadchef || 94
|-
| 62 || [[Heston|Heston westbound]] || Moto || 94
|-
| 63 || [[Magor]] || Roadchef || 94
|-
| 64 || [[Rownhams|Rownhams westbound]] || Roadchef || 94
|-
| 65 || [[Leigh Delamere|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|Leigh Delamere westbound]] || Moto || 93
|-
| 71 || [[Charnock Richard|Charnock Richard northbound]] || Welcome Break || 93
|-
| 72 || [[Thurrock]] || Moto || 93
|-
| 73 || [[London Gateway]] || Welcome Break || 93
|-
| 74 || [[Pont Abraham]] || Roadchef || 93
|-
| 75 || [[Reading|Reading eastbound]] || Moto || 93
|-
| 76 || [[Taunton Deane|Taunton Deane southbound]] || Roadchef || 92
|-
| 77 || [[Hilton Park|Hilton Park southbound]] || Moto || 92
|-
| 78 || [[Washington|Washington northbound]] || Moto || 92
|-
| 79 || [[Rownhams|Rownhams eastbound]] || Roadchef || 92
|-
| 80 || [[Lancaster|Lancaster northbound]] || Moto || 92
|-
| 81 || [[Watford Gap|Watford Gap northbound]] || Roadchef || 92
|-
| 82 || [[Frankley|Frankley northbound]] || Moto || 92
|-
| 83 || [[Cardiff Gate]] || Welcome Break || 92
|-
| 84 || [[Hilton Park|Hilton Park northbound]] || Moto || 92
|-
| 85 || [[Michaelwood|Michaelwood northbound]] || Welcome Break || 91
|-
| 86 || [[Sedgemoor (South)|Sedgemoor southbound]] || Welcome Break || 91
|-
| 87 || [[Southwaite|Southwaite southbound]] || Moto || 91
|-
| 88 || [[Abington]] || Welcome Break || 91
|-
| 89 || [[Telford]] || Welcome Break || 90
|-
| 90 || [[Newport Pagnell|Newport Pagnell northbound]] || Welcome Break || 90
|-
| 91 || [[Sedgemoor (North)|Sedgemoor northbound]] || Welcome Break || 90
|-
| 92 || [[Winchester|Winchester northbound]] || Moto || 90
|-
| 93 || [[Southwaite|Southwaite northbound]] || Moto || 90
|-
| 94 || [[Sandbach|Sandbach southbound]] || Roadchef || 89
|-
| 95 || [[Severn View]] || Moto || 89
|-
| 96 || [[Membury|Membury eastbound]] || Welcome Break || 89
|-
| 97 || [[Newport Pagnell|Newport Pagnell southbound]] || Welcome Break || 89
|-
| 98 || [[Toddington|Toddington northbound]] || Moto || 89
|-
| 99 || [[Knutsford|Knutsford southbound]] || Moto || 89
|-
| 100 || [[Gretna]] || Welcome Break || 88
|-
| 101 || [[Ferrybridge]] || Moto || 88
|-
| 102 || [[Tamworth]] || Moto || 88
|-
| 103 || [[Membury|Membury westbound]] || Welcome Break || 88
|-
| 104 || [[Toddington|Toddington southbound]] || Moto || 88
|-
| 105 || [[Hartshead Moor|Hartshead Moor westbound]] || Welcome Break || 87
|-
| 106 || [[Bothwell]] || Roadchef || 87
|-
| 107 || [[Woodall|Woodall northbound]] || Welcome Break || 87
|-
| 108 || [[Warwick|Warwick northbound]] || Welcome Break || 87
|-
| 109 || [[Gordano]] || Welcome Break || 86
|-
| 110 || [[Bridgwater]] || Moto || 86
|-
| 111 || [[Woodall|Woodall southbound]] || Welcome Break || 85
|-
| 112 || [[Frankley|Frankley southbound]] || Moto || 85
|-
| 113 || [[Woolley Edge|Woolley Edge northbound]] || Moto || 84
|-
| 114 || [[Folkestone]] || Stop 24 || 84
|-
| 115 || [[Warwick|Warwick southbound]] || Welcome Break || 84
|-
| 116 || [[Birchanger Green]] || Welcome Break || 83
|-
| 117 || [[Charnock Richard|Charnock Richard southbound]] || Welcome Break || 83
|-
| 118 || [[Lancaster|Lancaster southbound]] || Moto || 83
|-
| 119 || [[Hartshead Moor|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.


==2020 Survey==
==2020 Survey==
Line 85: Line 331:
| 32 || [[Trowell|Trowell southbound]] || Moto || 95
| 32 || [[Trowell|Trowell southbound]] || Moto || 95
|-
|-
| 33 || [[Corley|Corley southbound]] || Welcome Break || 95
| 33 || [[Corley|Corley south-eastbound]] || Welcome Break || 95
|-
|-
| 34 || [[Doncaster (North)]] || Moto || 94
| 34 || [[Doncaster (North)]] || Moto || 94
Line 91: Line 337:
| 35 || [[Northampton|Northampton northbound]] || Roadchef || 94
| 35 || [[Northampton|Northampton northbound]] || Roadchef || 94
|-
|-
| 36 || [[Corley|Corley northbound]] || Welcome Break || 94
| 36 || [[Corley|Corley north-westbound]] || Welcome Break || 94
|-
|-
| 37 || [[Sandbach|Sandbach southbound]] || Roadchef || 94
| 37 || [[Sandbach|Sandbach southbound]] || Roadchef || 94
Line 101: Line 347:
| 40 || [[Keele|Keele northbound]] || Welcome Break || 93
| 40 || [[Keele|Keele northbound]] || Welcome Break || 93
|-
|-
| 41 || [[Fleet|Fleet southbound]] || Welcome Break || 93
| 41 || [[Fleet|Fleet south-westbound]] || Welcome Break || 93
|-
|-
| 42 || [[Taunton Deane|Taunton Deane southbound]] || Roadchef || 93
| 42 || [[Taunton Deane|Taunton Deane southbound]] || Roadchef || 93
Line 139: Line 385:
| 59 || [[Toddington|Toddington northbound]] || Moto || 91
| 59 || [[Toddington|Toddington northbound]] || Moto || 91
|-
|-
| 60 || [[Fleet|Fleet northbound]] || Welcome Break || 91
| 60 || [[Fleet|Fleet north-eastbound]] || Welcome Break || 91
|-
|-
| 61 || [[Woodall|Woodall southbound]] || Welcome Break || 90
| 61 || [[Woodall|Woodall southbound]] || Welcome Break || 90
Line 245: Line 491:


==2018 Survey==
==2018 Survey==
The second survey was conducted in Spring 2018. It worked much like the previous survey (below), with modest improvements across the board.
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.
It also looked at brand identity, and found that [[Moto]], [[Euro Garages]], [[McDonald's]] and [[Costa]] were some of the most recognisable brand names.


===Results===
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.
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.


Line 265: Line 510:
| 4 || [[Hilton Park|Hilton Park southbound]] || Moto || 99
| 4 || [[Hilton Park|Hilton Park southbound]] || Moto || 99
|-
|-
| 5 || [[Corley|Corley southbound]] || Welcome Break || 99
| 5 || [[Corley|Corley south-eastbound]] || Welcome Break || 99
|-
|-
| 6 || [[Frankley|Frankley northbound]] || Moto || 99
| 6 || [[Frankley|Frankley northbound]] || Moto || 99
Line 281: Line 526:
| 12 || [[Blyth]] || Moto || 98
| 12 || [[Blyth]] || Moto || 98
|-
|-
| 12 || [[Corley|Corley northbound]] || Welcome Break || 98
| 12 || [[Corley|Corley north-westbound]] || Welcome Break || 98
|-
|-
| 12 || [[Fleet|Fleet southbound (temporary)]] || Welcome Break || 98
| 12 || [[Fleet|Fleet south-westbound (temporary)]] || Welcome Break || 98
|-
|-
| 12 || [[Knutsford|Knutsford southbound]] || Moto || 98
| 12 || [[Knutsford|Knutsford southbound]] || Moto || 98
Line 319: Line 564:
| 29 || [[Doncaster (North)]] || Moto || 96
| 29 || [[Doncaster (North)]] || Moto || 96
|-
|-
| 29 || [[Fleet|Fleet northbound]] || Welcome Break || 96
| 29 || [[Fleet|Fleet north-eastbound]] || Welcome Break || 96
|-
|-
| 29 || [[London Gateway]] || Welcome Break || 96
| 29 || [[London Gateway]] || Welcome Break || 96
Line 488: Line 733:
Following the results, the Department for Transport pledged to investigate concerns with a shortage of HGV parking spaces.
Following the results, the Department for Transport pledged to investigate concerns with a shortage of HGV parking spaces.


===Results===
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.
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.


Line 506: Line 750:
| 1 || [[Rivington|Rivington northbound]] || Euro Garages || 100
| 1 || [[Rivington|Rivington northbound]] || Euro Garages || 100
|-
|-
| 3 || [[Corley|Corley northbound]] || Welcome Break || 99
| 3 || [[Corley|Corley north-westbound]] || Welcome Break || 99
|-
|-
| 3 || [[Gloucester|Gloucester northbound]] || Westmorland || 99
| 3 || [[Gloucester|Gloucester northbound]] || Westmorland || 99
Line 582: Line 826:
| 35 || [[Tibshelf|Tibshelf northbound]] || Roadchef || 94
| 35 || [[Tibshelf|Tibshelf northbound]] || Roadchef || 94
|-
|-
| 41 || [[Corley|Corley southbound]] || Welcome Break || 93
| 41 || [[Corley|Corley south-eastbound]] || Welcome Break || 93
|-
|-
| 41 || [[Leicester Forest East|Leicester Forest East northbound]] || Welcome Break || 93
| 41 || [[Leicester Forest East|Leicester Forest East northbound]] || Welcome Break || 93
Line 612: Line 856:
| 54 || [[Charnock Richard|Charnock Richard northbound]] || Welcome Break || 91
| 54 || [[Charnock Richard|Charnock Richard northbound]] || Welcome Break || 91
|-
|-
| 54 || [[Fleet|Fleet northbound]] || Welcome Break || 91
| 54 || [[Fleet|Fleet north-eastbound]] || Welcome Break || 91
|-
|-
| 54 || [[Hartshead Moor|Hartshead Moor eastbound]] || Welcome Break || 91
| 54 || [[Hartshead Moor|Hartshead Moor eastbound]] || Welcome Break || 91
Line 626: Line 870:
| 62 || [[Ferrybridge]] || Moto || 90
| 62 || [[Ferrybridge]] || Moto || 90
|-
|-
| 62 || [[Fleet|Fleet southbound (temporary)]] || Welcome Break || 90
| 62 || [[Fleet|Fleet south-westbound (temporary)]] || Welcome Break || 90
|-
|-
| 62 || [[Heston|Heston westbound]] || Moto || 90
| 62 || [[Heston|Heston westbound]] || Moto || 90

Revision as of 19:52, 19 October 2022

Transport Focus (official website) is a watchdog for transport users in the UK, sponsored by the Department for Transport. In 2015, they branched out from just covering public transport to covering roads too, and in 2017 they started their first of what became a regular investigation into motorway services.

While the full study gives an interesting account as to where service areas need to improve their attention to detail (usually value for money), 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, it adds potential for some dramatic headlines that in turn generate publicity that keeps the organisation going.

Transport Focus's work remains much more thorough than many of the other 'surveys' that are published about service stations. However, they pay attention mainly to the needs of leisure users rather than HGV drivers, and even with HGVs there is normally a positive angle to report.

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".

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.

Ranking Name Operator Score
1 Rugby Moto 100
2 Donington Park 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.

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.

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

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