Moto Rugby services on the M6 has been rated the best motorway services for the second year running in a poll by Transport Focus.

Moto’s Rugby in Warwickshire was the best-rated motorway services

The independent transport watchdog spoke to more than 30,000 visitors at 120 motorway services across Britain. Now in its sixth year, the user survey reveals their views on the toilets, customer service, value of the food and drink, and EV charging facilities.

Overall satisfaction with motorway services is up; rising to 94% in 2023 from 93% last year. However, EV users were the least satisfied overall at 89%, followed by HGV drivers at 90%.

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.

The lowest rated was Welcome Break’s Hartshead Moor East on the M62, which had an overall satisfaction of 84% and ticked the box for being the least likely for visitors to recommend to a friend. Work to refurbish the toilets at Hartshead Moor East was underway during the survey period and portable toilets were in place.

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

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

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 10 (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 five% feeling tired, stressed or frustrated after stopping at the services. after stopping at the services.
• Around two-thirds of disabled users said that services catered well for their impairment, which leaves room for improvement by operators.

The research also showed the cost-of-living crisis continues to affect road users. Four in 10 said they are cutting back on day-to-day spending, with 27% of users saying they are going to fewer places, 15% are using their vehicle less and 22% going on holiday less.

The poll – used by Transport Focus to show motorway service operators where improvements are needed – also reveals the results of ongoing investments in service stations.

In the first study, carried out by Transport Focus in 2017, the lowest overall satisfaction score at any site was 62%. In 2023, the lowest site score was 84%. And in 2017, six out of 10 motorway services scored 90% or more for overall visitor satisfaction; in 2023, more than 90% of services have this high level of satisfaction.

Anthony Smith, chief executive of Transport Focus, said: “Our survey shows 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.”