august 2019 motorway services user survey 2019...welcome break, moto, westmorland and euro garages....
TRANSCRIPT
Motorway Services User Survey 2019
Overall reportAugust 2019
2
1.Background and approach 2. 3.
4. 5. 6.
Usage patterns Overall experience
Reasons for visiting
MSA usageView on revisiting & spontaneous MSA comments
Appendix
Background
3
Specific objectives for 2019 included:
Consistently and robustly measure user satisfaction
across All MSAs
Understand the effect visiting an MSA has on visitor temperament
Identify the key drivers of satisfaction and intention to
revisit
Transport Focus represents the interest of users of England’s motorways and major ‘A’ roads, known as the
Strategic Road Network (SRN).
As part of its work, Transport Focus has been tracking how well Motorway Service Areas (MSAs) are meeting the
needs of different SRN user groups. For the 3rd year of the project, Transport Focus engaged BVA BDRC to conduct
the survey of user satisfaction with MSAs.
Project approach/ methodology
4
Overall, interviews took place at 111 out of the 112 MSAs
in England (Stop 24 not participating), achieving 11,609
responses across 6 different operators: Extra, Roadchef,
Welcome Break, Moto, Westmorland and Euro Garages.
Tablet devices were used to interview visitors upon exit, to
achieve in-the-moment recollections of their experience.
• 2019 fieldwork – 8th Feb to 17th April
• 2018 fieldwork – 12th Feb to 12th April
• 2017 fieldwork – 13th Feb to 9th April
Six six-hour interview shifts were completed at each
individual MSA in 2019; four weekday and two at
weekends.
Individual MSAs are equally weighted within the data,
meaning each site counts equally towards overall results.
5
Usage patterns
5
79
9
6
5
1
Car
HGV/Truck
LCV
Coach
Other
Respondent profile
6
Leisure Business Commuter
6
94
7
93
Yes
No/prefer not to say
All MSA average 2019 63 22 5 11
All MSA average 2018 65 18 7 10
63 2019 37
61 2018 39
Male Female
Gender (%)
Disability (%)
Vehicle type (%)
Visitortype (%)
Q1. Driver Type / Gender / Q24. Age / Q25. Disability /Q6. Vehicle type.
Base (2019/2018): All MSAs (11,609/9,626) Note disability base is 11,357/9,501. *Approximately 3 quarters of professionals are driving an HGV or truck
20182019
Professional*
20
39
41
18-34 35-54 55+
21
38
41
Age (%)
20182019
2019 2018
81
7
5
5
1
Respondent profile by visitor type
7
Male 50 81 71 98
Female 50 19 29 2
18-34 20 20 40 16
35-54 32 49 42 53
55+ 48 31 18 31
Disability 9 3 3 2
Leisure Business Commuter Professional
All MSAs average2019 (%)
Male 49 77 73 97
Female 51 23 27 3
18-34 20 21 36 16
35-54 33 47 43 51
55+ 47 32 21 33
Disability 8 2 3 2
Leisure Business Commuter Professional
All MSAs average2018 (%)
Q1. Your journey today, are you …./ code gender
Base: All MSAs (2019/2018), Leisure (7,275/6.261), Business (2,494/1,749), Commuter (586/634), Professional (1,254/982). Note base size for age and disability slightly lower as around 2% said prefer not to say to each question.
4753
48
3228
32
21 19 20
2019 2018 2017
Frequently (at least every 2 weeks)
Regularly (every 1-3 months)
Occasionally (less often than every 3 months/firstvisit)
33
28
34
35
30
34
31
42
33
Frequency of visiting this MSA (1)
8
Q23. Approximately, how often do you stop at…
Base (2019/2019/2017): All MSAs (11,609/9,626/8,701) Euro Garages (186/176/150), Extra (647/516/453), Moto (4,698/3,901/3,502), Roadchef(2,418/2,006/1,787), Welcome Break (3,194/2,697/2,391), Westmorland (466/360/340)
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
31
25
24
30
34
35
39
40
41
22
21
20
31
26
32
48
52
48
18
17
19
33
28
30
49
55
51
20
16
19
32
29
31
48
55
50
12
14
12
47
35
39
42
51
49
Operator comparison (%)All MSAs
2019
2018
2017
10
9
10
33
28
32
57
63
57
Frequency of visiting this MSA (2)
9
Q23. Approximately, how often to you stop at…
Base (2019/2018/2017) Visitor type: Leisure (7,275/6,261/5,600) Business (2,494/1,749/1,536) Commuter (586/634/617) Professional (1,254/982/948) Age: 18 to 34 (2,341/2,014/1,897) 35-54 (4,456/3,628/3,442) 55+ (4,786/3,932/3,349) Gender: Male (7,315/5,831/5,396) Female (4,294/3,795/3,305)
Leisure
Business
Commuter
Professional
191720
262530
555750
Occasionally Regularly Frequently
2019
2018
2017
2019
2018
2017
2019
2018
2017
Visitor type (%)
FemaleMale
35 to 5418 to 34 55+
Age (%)
Gender (%)
2019 2018 2017
26
25
28
36
32
35
38
42
37
50
41
36
25
29
28
25
30
36
61
54
55
25
23
25
14
22
20
242226
322932
444842
171717
342934
495549
262527
312933
434640
111011
322732
576257
2019 2018 2017
2019 2018 20172019 2018 20172019 2018 2017
Typical journey length and dwell time
10
Q3. How long is it since you set off, or last took a break from driving? (excluding the time spent here)/ Q5. How long have you spent here today, after parking?/Q2. How long will your whole journey today take (excluding the time spent here)?
Base (2019/2018/2017): Overall (11,609/9,626/8,701) Leisure (7,275/6,261/5,600) Business (2,494/1,749/1,536) Commuter (586/624/617) Professional (1,254/982/948)
Time on road before (minutes) Total journey minutes excl. MSA stop
210 min
210 min
210 min
210 min
180 min
180 min
240 min
195 min
210 min
135 min
150 min
480 min
480 min
420 min
150 min
Dwell time at MSA
* Values shown are medians
90
90
90
90
90
90
90
90
90
60
60
60
165
150
150
20
20
20
20
20
20
20
20
15
15
20
15
30
30
30
Overall 2019
2018
2017
Leisure 2019
2018
2017
Business 2019
2018
2017
Commuter 2019
2018
2017
Professional 2019
2018
2017
Typical journey length and dwell time (2)
11
Q3.How long is it since you set off, or last took a break from driving? (excluding the time spent here)/ Q5. How long have you spent here today, after parking?/Q2. How long will your whole journey today take (excluding the time spent here)?
Base (2019, 2018, 2017): Euro Garages (186/176/150), Extra (647/516/453), Moto (4,698/3,901/3,502), Roadchef (2,418/2,006/1,787), Welcome Break (3,194/2,667/2,391), Westmorland (466/360/340)
60
60
60
60
60
60
90
90
90
90
105
90
105
90
90
120
120
105
20
20
10
20
30
20
20
20
20
25
20
20
20
20
20
30
30
25
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
180 min
120 min
120 min
165 min
150 min
150 min
210 min
210 min
210 min
240 min
210 min
240 min
210 min
210 min
210 min
240 min
270 min
240 min
* Values shown are medians Time on road before (minutes) Total journey minutes excl. MSA stopDwell time at MSA
12
Overallexperience
5462 58
3630
31
6 5 72 2 2
1 1 1
2019 2018 2017
Very satisfied Fairly satisfied
Neither/nor Fairly dissatisfied
Very dissatisfied
Overall satisfaction (1)
13
Q7. Overall, how satisfied are you with your experience at these Motorway Services today?
Base (2019, 2018, 2017): Euro Garages (186/176/150), Extra (643/516/453), Moto (4,698/3,895/3,498), Roadchef (2,416/2,004/1,785), Welcome Break (3,194/2,662/2,388), Westmorland (466/360/340)
All MSAs (%)
90 92 90
86
97
97
89
94
96
90
90
88
92
93
89
90
93
91
98
97
98
Net satisfied Net satisfied Net satisfied
Net satisfiedOperator comparison (%)
12
16
17
86
81
82
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
47
19
27
38
78
71
36
30
24
53
64
72
37
31
32
53
59
56
34
29
35
58
64
54
38
34
31
52
59
59
41
37
37
41
50
47
36
29
30
55
63
61
Overall satisfaction (2)
14
Q7. Overall, how satisfied are you with your experience at these Motorway Services today?
Base (2019/2018/2017) Visitor type: Leisure (7,270/6,254/5,594) Business (2,494/1,745/1,534) Commuter (585/634/617) Professional (1,253/980/947). Age:18 to 34 (2,341/2,012/1,892) 35-54 (4,454/3,625/3,419) 55+ (4,781/3,924/3,348) Gender: Male (7,310/5,823/5,389) Female (4,292/3,790/3,303)
2019
2018
2017
Leisure
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019 2018 2017
Visitor type (%)
2019 2018 2017
35 to 5418 to 34 55+
Age (%)
Gender (%)
2019 2018 2017 2019 2018 2017
2019 2018 2017
91
92
91
91
92
90
94
92
91
83
88
84
82
86
84
94 94 93 91 93 90 88 90 88
90 92 89 91 93 92
Commuter
Professional
Business
283035
656459
% satisfied
HGV
35
33
36
56
59
54
33
28
30
61
64
61
41
35
36
43
54
48
343136
566256
313037
576051
333237
565952
292733
636558
Fairly satisfied Very satisfied
FemaleMale
41
37
37
41
50
47
35
33
36
56
59
54
41
35
36
43
54
48
Overall satisfaction by individual MSA
15Q7. Overall, how satisfied are you with your experience at these Motorway Services today?
Motorway service area
2019 2018 2017 Rank
Baldock 93 96 96 44
Beaconsfield 91 94 97 57
Birch EB 84 87 89 97
Birch WB 88 97 92 78
Birchanger Green 95 96 95 30
Blackburn with Darwen
92 94 96 50
Blyth 80 98 95 105
Bridgwater 91 81 79 53
Burton-in-Kendal 86 93 91 90
Burtonwood 73 83 89 110
Charnock Richard NB 79 93 91 106
Charnock Richard SB 77 92 89 107
Cherwell Valley 95 91 96 26
Chester 91 97 96 58
Chieveley 97 91 86 17
Clacket Lane EB 85 83 79 93
Clacket Lane WB 96 94 92 21
Cobham 90 91 97 64
Corley NB 94 98 99 36
Corley SB 95 99 93 33
Cullompton 74 93 97 109
Doncaster North 94 96 94 34
Donington Park 86 97 95 84
Motorway service area
2019 2018 2017 Rank
Durham 93 95 96 45
Exeter 98 92 84 11
Ferrybridge 88 87 90 75
Fleet NB 91 96 91 60
Fleet SB 93 98 90 41
Frankley NB 90 99 94 69
Frankley SB 75 91 95 108
Gloucester NB 98 94 99 7
Gloucester SB 99 97 99 3
Gordano 86 95 84 89
Hartshead Moor EB 91 92 91 54
Hartshead Moor WB
92 88 94 51
Heston EB 97 88 62 16
Heston WB 99 87 90 2
Hilton Park NB 90 93 96 62
Hilton Park SB 98 99 96 10
Hopwood Park 96 97 95 25
Keele NB 93 97 87 40
Keele SB 86 91 82 82
Killington Lake 97 99 90 19
Knutsford NB 86 94 85 88
Knutsford SB 93 98 99 48
Lancaster NB 93 90 82 47
Motorway service area
2019 2018 2017 Rank
Lancaster SB 90 87 90 68
Leicester Forest East NB
85 83 93 92
Leicester Forest East SB
89 91 95 72
Leigh Delamere EB 88 85 85 77
Leigh Delamere WB 90 91 86 67
London Gateway 96 96 91 20
Maidstone 95 87 91 29
Medway EB 85 85 87 94
Medway WB 86 97 84 87
Membury EB 81 95 77 104
Membury WB 83 95 88 101
Michaelwood NB 98 92 89 12
Michaelwood SB 96 96 93 22
Newport Pagnell NB 88 92 95 79
Newport Pagnell SB 89 81 89 73
Northampton NB 94 97 91 35
Northampton SB 92 97 94 49
Norton Canes 99 100 99 1
Oxford 97 88 87 13
Pease Pottage 95 99 93 27
Peterborough 95 97 94 31
Reading EB 90 89 96 65
Reading WB 84 89 100 96
Euro Garages Extra Moto Roadchef Welcome Break Westmorland
Very/fairly satisfied (%) Very/fairly satisfied (%) Very/fairly satisfied (%)
Overall satisfaction by individual MSA
16Q7. Overall, how satisfied are you with your experience at these Motorway Services today?
Motorway service area
2019 2018 2017 Rank
Telford 91 94 96 55
Thurrock 93 68 81 43
Tibshelf NB 98 93 94 9
Tibshelf SB 86 95 97 85
Toddington NB 91 82 86 59
Toddington SB 89 72 76 71
Trowell NB 86 91 91 83
Trowell SB 95 92 87 32
Warwick NB 95 87 90 28
Warwick SB 96 90 87 23
Washington NB 86 90 76 86
Washington SB 90 89 89 63
Watford Gap NB 88 90 93 80
Watford Gap SB 84 91 83 99
Wetherby 97 99 84 18
Winchester NB 99 93 84 6
Winchester SB 90 84 76 66
Woodall NB 85 93 92 91
Woodall SB 90 99 96 61
Woolley Edge NB 88 89 80 76
Woolley Edge SB 93 88 93 38
Euro Garages Extra Moto Welcome Break
Motorway service area
2019 2018 2017 Rank
Rivington NB 84 98 100 100
Rivington SB 87 97 95 81
Rownhams NB 93 93 76 46
Rownhams SB 96 87 75 24
Sandbach NB 83 98 89 102
Sandbach SB 94 90 84 37
Sedgemoor NB 84 93 86 95
Sedgemoor SB 89 95 93 70
Severn View 72 85 83 111
South Mimms 99 95 96 5
Southwaite NB 81 80 93 103
Southwaite SB 84 88 84 98
Stafford NB 99 94 90 4
Stafford SB 98 99 70 8
Strensham NB 91 93 89 56
Strensham SB 91 89 93 52
Tamworth 89 93 95 74
Taunton Deane NB 93 88 93 39
Taunton Deane SB 93 93 96 42
Tebay NB 97 99 98 15
Tebay SB 97 99 98 14
Roadchef Westmorland
Very/fairly satisfied (%) Very/fairly satisfied (%)
Very/fairly satisfied (%)
Very/fairly satisfied (%)
Top 5 2019 2018 2017 Rank
Norton Canes 99 100 99 1
Heston WB 99 87 90 2
Gloucester SB 99 97 99 3
Stafford NB 99 94 90 4
South Mimms 99 95 96 5
Bottom 5 2019 2018 2017 Rank
Charnock Richard SB 77 92 89 107
Frankley SB 75 91 95 108
Cullompton 74 93 97 109
Burtonwood 73 83 89 110
Severn View 72 85 83 111
All MSAs
2017 percentage points (ppt)
39
57
18
30
18
8
5
1
3
1
17
3
Mood on arrival Mood after visitMood on arrival and exit
17
Q4. Which of these images best describes your mood when you first arrived at these Motorway Services today?/Q19. Which of these images best describes your current mood after your visit?
Base: (2019/2018/2017) 11,609/9,629/8,701
2019 (%)
20decrease in
tired/stressed/frustrated
Stressed Frustrated TiredIndifferentRelaxedHappy
30increase in
happy/relaxed
2018percentage points (ppt)
25 increase
in happy/relaxed
20 increase
in happy/relaxed
19decrease in
tired/stressed/frustrated
17decrease in
tired/stressed/frustrated
18
11
17
20
18
17
22
17
17
29
24
20
12
19
19
18
27
22
Mood change between arrival and exit
18
Q4. Which of these images best describes your mood when you first arrived at these Motorway Services today?/Q19. Which of these images best describes your current mood after your visit?
Base (2019, 2018, 2017): Euro Garages (186/176/150), Extra (647/516/453), Moto (4,698/3,901/3,502), Roadchef (2,418/2,006/1,787), Welcome Break (3,194/2,667/2,391), Westmorland (466/360/340)
2019
2018
2017
67
60
62
17
22
22
Mood on arrival (%) Increase on exit (ppt)
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
13
21
13
Decrease on exit (ppt)
67
62
71
17
26
18
55
60
58
27
22
27
59
60
59
24
23
24
54
53
54
26
29
25
66
73
60
19
14
28
20
26
15
32
22
20
20
23
16
31
30
24
28
20
20
Tired/stressed/frustrated
Happy/relaxed
29
25
21
30
25
21
35
26
20
Mood change between arrival and exit
19
Q4. Which of these images best describes your mood when you first arrived at these Motorway Services today?/Q19. Which of these images best describes your current mood after your visit?
Base (2019/2018/2017) Leisure (7,275/6,261/5,600) Business (2,494/1,749/1,536) Commuter (586/634/617) Professional (1,254/982/948)
Leisure
Business
Commuter
Professional
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
59
60
59
24
23
24
19
18
16
55
56
55
25
24
28
21
19
19
51
55
55
31
28
29
22
22
19
50
56
60
29
28
27
23
21
17
34
23
16
Tired/stressed/frustrated
Happy/relaxed
Mood on arrival (%) Increase on exit (ppt) Decrease on exit (ppt)
15
14
15
23
20
17
Mood change between arrival and exit
20
Q4. Which of these images best describes your mood when you first arrived at these Motorway services today?/Q19. Which of these images best describes your current mood after your visit?
Base (2019/2018/2017): Up to one hour (4,187/3,514/3,248) 1 to 3 hours (6,356/5,206/4,557) Over 3 hours (1,066/906/896)
Up to 1 hour
Over 1 hour to 3 hours
Over 3 hours before
Tired/stressed/frustratedHappy/relaxed
2019
2018
2017
2019
2018
2017
2019
2018
2017
66
64
63
19
20
22
53
55
56
27
26
26
22
21
17
33
28
23
43
55
52
37
30
36
29
23
24
39
24
22
Mood on arrival (%) Increase on exit (ppt) Decrease on exit (ppt)
Results showed for different amounts of time on the road before stopping
32
17
12
66
Attitudes towards break benefits and MSA fuel costs
21Q22. Where on the scale best represents your view on the following statement…
Base (All MSA 2019): 11,609
The benefits of taking a break from driving are…
The cost of fuel at motorway services is……
39
25
20
10
6
16
Poorly publicised by the authorities
5
Reasonable
64
Well publicised by the authorities
78
Unreasonable
Overall impression (1)
22Q20. What’s the overall impression you got of <<MSA name>> services?
Base (2019): All MSAs (11,609) Euro Garages (186), Extra (647), Moto (4,698), Roadchef (2,418), Welcome Break (3,194), Westmorland (466)
All MSAs (%)
82 77
GoodGood
Operator comparison (%)
56 21
83
78
86
81
99
2
16
53
28
2019
Poor Average Good Excellent
53 29
54 25
54 33
57 24
15 84
2019 only
Overall impression (2)
23
*Low base size, please use with caution
Q20. What’s the overall impression you got of <<MSA name>> services?
Base (2019) Leisure (7,275) Business (2,494) Commuter (586) Professional (1,254) Age: 18 to 34 (2,341) 35-54 (4,456) 55+ (4,786) Gender: Male (7,315) Female (4,294)
Leisure
Visitor type (%)
35 to 5418 to 34 55+
Age (%)
Gender (%)Commuter*
Professional
Business
% good/excellentGood Excellent
FemaleMale
742019 53 20
872019 56 31
812019 53 28
832019 53 30
88
2019
53
35
2019 2019
54
28
53
26
82 78
2019 2019
54
27
53
30
81 83
Overall impression (3)
24Q20. What’s the overall impression you got of <<MSA name>> services
% good/excellent
Motorway service area
2019
Baldock 89
Beaconsfield 89
Birch EB 68
Birch WB 81
Birchanger Green 88
Blackburn with Darwen
88
Blyth 64
Bridgwater 71
Burton-in-Kendal 71
Burtonwood 46
Charnock Richard NB 55
Charnock Richard SB 69
Cherwell Valley 94
Chester 89
Chieveley 82
Clacket Lane EB 79
Clacket Lane WB 92
Cobham 88
Corley NB 94
Corley SB 94
Cullompton 61
Doncaster North 97
Donington Park 86
Motorway service area
2019
Durham 76
Exeter 90
Ferrybridge 80
Fleet NB 87
Fleet SB 96
Frankley NB 68
Frankley SB 42
Gloucester NB 99
Gloucester SB 99
Gordano 82
Hartshead Moor EB 80
Hartshead Moor WB
75
Heston EB 95
Heston WB 100
Hilton Park NB 73
Hilton Park SB 83
Hopwood Park 90
Keele NB 83
Keele SB 81
Killington Lake 91
Knutsford NB 63
Knutsford SB 77
Motorway service area
2019
Lancaster NB 81
Lancaster SB 68
Leicester Forest East NB
79
Leicester Forest East SB
72
Leigh Delamere EB 83
Leigh Delamere WB 81
London Gateway 97
Maidstone 90
Medway EB 63
Medway WB 61
Membury EB 60
Membury WB 63
Michaelwood NB 94
Michaelwood SB 85
Newport Pagnell NB 84
Newport Pagnell SB 72
Northampton NB 91
Northampton SB 85
Norton Canes 98
Oxford 99
Pease Pottage 90
Peterborough 81
Reading EB 80
Motorway service area
2019
Tebay SB 99
Telford 85
Thurrock 65
Tibshelf NB 95
Tibshelf SB 86
Toddington NB 74
Toddington SB 79
Trowell NB 83
Trowell SB 84
Warwick NB 94
Warwick SB 90
Washington NB 58
Washington SB 85
Watford Gap NB 76
Watford Gap SB 78
Wetherby 90
Winchester NB 95
Winchester SB 87
Woodall NB 69
Woodall SB 89
Woolley Edge NB 70
Woolley Edge SB 89
Motorway service area
2019
Reading WB 77
Rivington NB 76
Rivington SB 78
Rownhams NB 69
Rownhams SB 82
Sandbach NB 77
Sandbach SB 90
Sedgemoor NB 67
Sedgemoor SB 91
Severn View 58
South Mimms 97
Southwaite NB 76
Southwaite SB 75
Stafford NB 92
Stafford SB 95
Strensham NB 84
Strensham SB 92
Tamworth 90
Taunton Deane NB 90
Taunton Deane SB 86
Tebay NB 97
Euro Garages Extra Moto Welcome BreakRoadchef Westmorland
25
Reasonsfor
visiting
76
75
63
24
25
37
43
41
37
57
59
63
48
43
39
52
57
61
Decision to stop at this MSA (1)
26
Q9. Did you intend to stop at these particular Motorway Services before you set off today?
Base (2019, 2018, 2017): Euro Garages (185/176/150), Extra (639/511/442), Moto (4,596/3,891/3,386), Roadchef (2,340/1,964/1,737), Welcome Break (3,074/2,593/2,290), Westmorland (462/349/326)
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
2019
2018
2017
4852 2019
4555 2018
42
582017
Planned to stop
Did not plan to stop
62
64
62
38
36
38
53
52
39
47
48
61
46
45
43
54
55
57
All MSAs (%)
Operator comparison (%)
Decision to stop at this MSA (2)
27
Q9. Did you intend to stop at these particular Motorway Services before you set off today?
Base (2019/2018/2017) Leisure (6,962/6,047/5,297) Business (2,494/1,749/1,536) Commuter (586/634/617) Professional (1,254/982/948). Age: 18 to 34 (2,300/1,970/1,853) 35-54 (4,408/3,570/3,333) 55+ (4,563/3,820/3,180) Gender: Male (7,174/5,720/5,217) Female (4,122/3,692/3,181)
* Excludes those who were part of a tour party.
2019
2018
2017
46
43
40
54
57
60
Leisure*
333939
6761612019
2018
2017
2019
2018
2017
2019
2018
2017
2019 2018 2017
Visitor type (%)
2019 2018 2017
FemaleMale
35 to 5418 to 34 55+
Age (%)
Gender (%)
2019 2018 2017 2019 2018 2017
2019 2018 2017
Planned to stopDid not plan to stop
Business
Commuter
Professional
53
50
44
47
50
56
44
45
38
56
55
62
63
60
60
37
40
40
414546
595554
494954
515146
434749
575351
414245
595855
Reasons for visiting
28
Q8. What was the main reason for deciding to stop here? Question not asked in 2017
Base (All MSAs 2019/2018): 11,296/9,412
37
28
25
2
2
1
1
1
4
32
32
27
2
1
1
1
0
4
2019 2018
All MSAs (%)
To get some food/drink
To take a break from driving
To use the toilets
Your vehicle needed fuel, electric charge, or something else
To have a meeting here
Driving hours were nearly complete
To buy something
To stay at the hotel here
Other
40
30
16
2
3
1
2
1
5
Reasons for visiting
29
Q8.What was the main reason for deciding to stop here?
Base (All MSAs 2019): Planned to stop (5,405), Did not plan to stop (5,891)
All MSAsN.B. ordered by pre-planned high to low
Planned to stop (%) Did not plan to stop (%)
To get some food/drink
To take a break from driving
To use the toilets
Your vehicle needed fuel, electric charge, or something else
To have a meeting here
Driving hours were nearly complete
To buy something
To stay at the hotel here
Other
34
27
33
1
0
1
1
0
3
9
9
13
15
32
Brand impact on stopping
30
Q10. Did any specific brands being here make you more inclined to stop at these Motorway Services?
Base (2019/2018): All MSAs (11,296/9,412) Brands mentioned (3,629/2,973)
29
10
16
Top 5 brands mentioned (%)*(of those who said brand influenced stopping)
32
68
32
68
Saying any brand made them more inclined to stop at a specific MSA (%)
2018
2019
10
11
2018
2019
2018
2019
2018
2019
2018
2019
2019
Yes
No
2018
* The level of a brand’s impact is dependent, in part, on how widely available that brand is across the 111 MSAs
Brand impact on stopping
27
Saying any brand made them more inclined to stop at a specific MSA % yes*
2018
2019
27
30
37
49
22
41
41
30
31
33
35
Q10. Did any specific brands being here make you more inclined to stop at these Motorway Services?
Base (2019,2018): Euro Garages (185/176) Extra (639/511) Moto (4596/3819) Roadchef (2340/1964) Welcome Break (3017/2593) Westmorland (462/349) 31
* The level of a brand’s impact is dependent, in part, on how widely available that brand is across the 111 MSAs
18
34
22
32
26
49
22
46
9
52
16
36
Brand impact on stopping
Q10. Did any specific brands being here make you more inclined to stop at these Motorway Services?
Base (2019,2018): Euro Garages (56/ 65) Extra (267/207) Moto (1,541/1,323) Roadchef (709/613) Welcome Break (843/688) Westmorland (215/77)
Saying brand made them more inclined to stop at a specific MSA
Top brands by operator (%)*
Euro Garages
Extra
Moto
Roadchef
Welcome Break
Westmorland
35
34
38
46
39
56
38
52
2018
2019
2018
2019
2018
2019
2018
2019
2018
2019
2018
2019
2018
2019
2018
2019
2019
2018
2018
2019
32
53
16
83
2018
2019
2018
2019
n/aOther
* The level of a brand’s impact is dependent, in part, on how widely available that brand is across the 111 MSAs
22
78
Yes No
Something else inclined them to stop
33Base: all MSAs (11,296)
All MSAs (%)
Other reasons to stop stated
Saying something else inclined them to stop
Q11. Was there anything else about these Motorway services which made you more inclined to stop here?
“I’ve been here before and it’s very clean, efficient and has good quality”
Leisure, Roadchef
“It’s habit. I know where this place is. So I don't have to think about it”
Leisure, Moto
“It’s always nice and clean and the staff are friendly.”
Commuter, Extra
“The atmosphere and farm shop are hugely better than the other
choices”Leisure, Westmorland
“The location, as there’s nothing much else around here”
Professional, Euro Garages
“The dog facilities. There is a nice piece if grass and there is always
room to park there”Leisure, Welcome Break
Knowing who runs the MSA visited
34
Q21. Which organisation do you think runs these Motorway Services?
Base (2019, 2018): EuroGarages (186/176), Extra (647/516), Moto (4,698/3,901), Roadchef (2,418/2,006), Welcome Break (3,194/2,667), Westmorland (466/360)
% of visitors naming correct operator….
33
42
28
65
24
51
10
37
30
57
22
36
2019
2018
35
MSAusage
34 34 31
49 51 55
All MSA average2019
2018 2017
Rating of commonly used aspects (1)
36Q12. Thinking about your arrival at these Motorway Services today, please rate the following…
Base (2019/2018/2017): All MSA (11,560-11,120/9,608-9,346/8,594-8,265)
Approach signs (%)
92Good 92
Car park layout (%) Vehicle safety in car park (%)
Slip road (%)
Very good Fairly good
90 89Good 88
87Good 85 93Good 92
86
9183
32 31 30
54 57 59
All MSA average2019
2018 2017
33 34 32
58 58 61
All MSA average2019
2018 2017
30 31 31
62 60 60
All MSA average2019
2018 2017
37 37 38
45 46 47
All MSA average2019
2018 2017
Rating of commonly used aspects (2)
37
*road surfaces not asked in 2017
Q12. Thinking about your arrival at these Motorway Services today, please rate the following…
Base (2019/2018/2017): All MSA (11,560-11,120/9,608-9,346/8,594-8,265)
94
Good
30 32 30
63 61 64
All MSA average2019
2018 2017
93
Very good Fairly good
93 81Good
36 36 36
43 45 45
All MSA average2019
2018 2017
80
85
Good
83 n/aGood
36 37
42 40
All MSA average2019
2018 2017
77
79
7783
Walk from vehicle to building (%)
Impression of building interior (%) Road surfaces in the MSA* (%)
Impression of building exterior (%)
n/a
70
56
17
10
7
5
1
75
54
19
11
5
4
1
79
53
27
14
5
6
n/a
Aspects of the MSA used
38
Q13. Which of the following have you done here today? Please select all which apply (*charged vehicle not asked in 2017)
Base: 2019/2018/2017 Leisure (7,275/6,261/5,600), Business (2,494/1,749/1,536), Commuter (586/634/617), Professional (1,254/982/948)
Food/grocery shopping
Leisure (%) Business (%) Professional (%)Commuter (%)
Used toilets
Sat down to have food/drink bought in MSA
Bought food/drinks to have in car
Bought convenience items from a newsagents/garage
Sat down for a rest or have own food/drinks
Charged your electric vehicle
68
50
24
7
7
3
1
71
50
24
9
4
2
0
74
50
34
12
5
4
n/a
55
35
30
7
8
7
1
62
44
28
7
6
4
0
70
44
34
11
4
4
n/a
70
37
24
8
10
3
0
74
43
28
9
6
3
1
74
36
35
14
7
3
n/a
2018
2019
2017
73
52
22
10
5
0
69
52
20
9
8
1
77
50
30
13
4
n/a
All MSA (%)
4
5
5
37 36
21 19
494240
30
Who they bought food or drink from
39
Q14. From which brand did you buy the food/drinks you sat down to have today?/ Q15. From which brand did you buy the food/drinks you will have in your vehicle?
Base (In MSA, In car): Euro Garages (84/45), Extra (377/125), Moto (2,532/882), Roadchef (1,364/386), Welcome Break (1,422/608), Westmorland (275/78)
70
45
21
42
Euro Garages MotoExtra
Roadchef Welcome Break Westmorland
Top 2 brands (%)*
40
51*
2634*
Eat/drink in MSA Eat/drink in MSA
32 34
13 16
Eat/drink in car
55
41
23 26
Eat/drink in carEat/drink in MSA
Eat/drink in carEat/drink in MSA
Eat/drink in car
Eat/drink in MSA Eat/drink in MSAEat/drink in car
* Low base
Eat/drink in car
Restaurant Quick Kitchen
* The level of purchase of a brand is dependent, in part, on how widely available that brand is across the 111 MSAs
33
14
14
10
8
6
5
Costa Coffee
Burger King
McDonald's
Starbucks
Greggs
KFC
Marks & Spencer
25
13
13
12
10
9
6
5
Costa Coffee
WHSmith's
Greggs
Starbucks
McDonald's
Marks & Spencer
Burger King
Waitrose
Where bought food
40
To eat/drink in MSA (%)* To eat/drink in car (%)*
Q14. From which brand did you buy the food/drinks you sat down to have today?/ Q15. From which brand did you buy the food/drinks you will have in your vehicle?
Base 2019: Bought to eat in MSA: 6,054; Bought food for car: 2,124
* The level of purchase of a brand is dependent, in part, on how widely available that brand is across the 111 MSAs
Rating of aspects used [1]
41
Q16. You said that you did..... Please rate using the scale below.
Base 2019/2018/2017: 7759 6991; 6523. EuroGarages: 101. Extra: 361 Moto: 2973 Roadchef: 1633 Welcome Break: 2320 Westmorland: 371.
Toilets – all MSAs (%)
69% of visitors used them (2019) 2019 operator scores – good (%)
Very goodFairly good % good
92
89
89
93
92
90
27
28
25
64
65
69
2017
2018
2019
82
81
82
Number available
Cleanliness
Quality of fixtures
29
29
28
60
60
60
2017
2018
2019
33
31
30
50
50
52
2017
2018
2019
74 87 92 96 94 100
51 83 89 91 87 98
38 75 82 88 81 98
98 93 97 97 97 100
96 88 94 93 90 99
96 93 92 91 91 97
93 90 92 90 91 95
74 82 90 91 89 98
89 91 83 83 88 96
61 77 56 65 47 81
Base size too low
64 79 78 71 Base size too low
242221
727576
2017
2018
2019
414141
474645
2017
2018
2019
373737
555554
2017
2018
2019
3232
29
616064
2017
2018
2019
272728
646362
2017
2018
2019
282624
6767
68
2017
2018
2019
Rating of aspects used [2]
42Q16. You said that you did... Please rate using the scale below.
Base 2019/2018/2017: Total: 6027;4943; 4233. EuroGarages: 84. Extra: 373 Moto: 2517 Roadchef: 1362 Welcome Break: 1416 Westmorland: 275. Note base for quality of WiFi much less.
Food and drink bought to eat in: all MSAs (%)
52% of visitors did this (2019) 2019 operator scores – good (%)
% good
4038
34
2528
25
2017
2018
2019
Amount of seating
Friendliness of staff
Speed of service
Food/drink quality
Tables cleanliness
Food/drink range
Value for money
Quality of the Wi-Fi
9797
97
9493
9292
93
9191
92
9090
91
8785
88
6659
64
76
94
Very goodFairly good
783431
4445
2018
2019
Rating of aspects used [3]
43Q16. You said that you did ..... Please rate using the scale below
Base 2019/2018/2017: 2237; 2049; 2464. EuroGarages: base size too low [46]. Extra: 132 Moto: 927 Roadchef: 415 Welcome Break: 635 Westmorland: 82
Food/drink bought to have in car – all MSAs (%)20% of visitors did this (2019) 2019 operator scores – good (%)
% goodVery goodFairly good
39
37
34
27
28
27
2017
2018
2019
94
95
93
95
95
95
28
23
24
67
71
71
2017
2018
2019
89
89
88
Friendliness of staff
Speed of service
Food/drink range
61
65
66
Value for money
32
29
27
63
64
69
2017
2018
2019
39
38
37
49
51
52
2017
2018
2019
92 96 94 93 100
94 96 96 94 99
89 88 88 90 95
78 65 64 47 76
Rating of aspects used [4]
44Q16. You said that you did ..... Please rate using the scale below.
Base 2019/2018/2017: 830; 459; 367. Moto: 320 Roadchef: 201 Welcome Break: 220 Low base: EuroGarages [8]; Extra [48]; Westmorland [33].
Rest / own food and drink – all MSAs (%)
8% of visitors did this (2019)
2019 operator scores – good (%)
39
31
23
55
60
73
2017
2018
2019
31
23
49
57
2018
2019
% good
91
96
94
Amount of seating available
88
91
91
Cleanliness of tables/eating areas
87
89
90
Pleasantness of rest/eating areas
82
85
85
Suitable eating area for relaxing
80
80
Quality of the WiFi
35
30
25
56
58
66
2017
2018
2019
39
34
26
51
53
63
2017
2018
2019
38
35
26
47
47
59
2017
2018
2019
97 98 96
92 93 90
89 93 90
88 89 80
Very goodFairly good
Quality of Wi-Fi: base size too low
44
39
42
44
47
49
2017
2018
2019
93 95 94
95 95 96
90 86 93
58 59 44
36
35
32
33
29
22
2017
2018
2019
Rating of aspects used [5]
45
Q16. You said that you did..... Please rate using the scale below.
Base 2019/2018/2017: 978; 954; 1069. Moto: 386 Roadchef: 180 Welcome Break: 332 Low base sizes: EuroGarages [14]; Extra [46]; Westmorland: [31].
Bought convenience items – all MSAs (%)9% of visitors did this (2019) 2019 operator scores – good (%)
% good
96
95
96
93
96
94
29
23
24
67
73
69
2017
2018
2019
91
86
88
Friendliness of staff
Speed of service
Range of items
54
63
69
Value for money
32
28
26
62
68
69
2017
2018
2019
Very goodFairly good
97 91
96 95
96 92
91 92
69 48
30
33
34
65
59
61
2017
2018
2019
21
31
22
73
66
73
2017
2018
2019
Rating of aspects used [4]
46Q16. You said that you did ..... Please rate using the scale below
Base 2019/2018/2017: 496; 367; 410. Moto: 235 Welcome Break: 111. Low base sizes: EuroGarages [5]; Extra [31] Roadchef [39] Westmorland [75]
Bought grocery shopping – all MSAs (%)
4% of visitors did this (2019) 2019 operator scores - good (%)
18
25
20
77
73
76
2017
2018
2019
35
39
36
42
29
29
2017
2018
2019
% good
98
95
94
Friendliness of staff
97
96
94
Speed of service
91
95
94
Food/drink layout
90
92
91
Food/drink range
68
64
77
Value for money
33
33
38
57
56
54
2017
2018
2019
Very goodFairly good
Rating of aspects used [6]
47
Q16. You said that you did ........Please rate using the scale below
Base left charts: 2019/2018/2017: Rest in vehicle: 615; 263; 447. Facilities to relax: 799; 342; 546 . Amount of parking: 1044; 415; 750. Parking VFM: 519; 274; 448. Showers available: 408; 64; 72. Shower cleanliness: 393; 62; 72.
Base right charts: Moto; Roadchef; Welcome Break (2019): Rest in vehicle: 252; 121; 177. Facilities to relax: 315; 166; 234. Amount of parking: 435; 211; 288. Parking VFM: 206; 109; 157. Showers available: 162; 92; 120. Shower cleanliness: 153; 89; 117.
HGV specific facilities – all MSAs (%) 2019 operator scores - good (%)
% good
70
72
72433839
293233
2017
2018
2019
Ability to rest in vehicle
Facilities to socialise/relax
Amount of parking
Parking value for money
Cleanliness of the shower
6858
67
63
60
65
50
39
47
57
46
65
66
57
83
Showers available (number)
3635
31
4731
26
2017
2018
2019
454039
2229
20
2017
2018
2019
292831
353529
2017
2018
2019
2525
22
2225
17
2017
2018
2019
2830
25
3628
21
2017
2018
2019
Very goodFairly good
69 76 69
57 65 51
58 62 60
36 49 34
Showers available: base sizes too low
Cleanliness of showers: bases size too low
Rating of aspects used [7]
48Q16. You said that you [insert relevant attribute set}. Please rate using the scale below
Base (2019/2018/2017): All MSAs (83-81)
Charged electric vehicles – all MSAs (%)1% of visitors did this (2019)
Very goodFairly good
% good
81
5820 392019
79
Charging bays available
30 502019
27 522019
Charging speed
Value for money
• No data available for operators due to low base sizes
• Base size not large enough for 2018, question not asked in 2017
5363
57
34
2732
8 4 85 4 3
1 2 1
2019 2018 2017
Very satisfied Fairly satisfied
Neither/nor Fairly dissatisfied
Very dissatisfied
Overall satisfaction of disabled visitors
49
All MSA (%)
87 90 88
Net satisfied Net satisfied Net satisfied
2019 2018 2017 2019 2018 2017
35 to 5418 to 34 55+
2019 2018 2017
88 92 92 94 87 85 88 89
17
38
7550
352834
526558
302833
595952
By disability type (% 2019 only)
87 86 86
32 36 37
54 50 48
Mobility Sensory Cognitive/learning/mental health
Age (%)
Q7 Overall, how satisfied are you with your experience at these Motorway services today?
Base: (2019/2018/2017) Age: 18-34 (51/63/45), 35-54 (170/153/140), 55+ (538/343/329), Mobility 596, Sensory 69, Cognitive/learning/mental health 91
Low
base
3239
4131
Low
base
2937 39
4232
43
14 18
911 7
64 5 3
2019 2018 2017
Very well Quite well Neither/nor
Fairly poorly Very poorly
How well MSAs catered for users’ impairments
50
All MSA (%)
71 70 82
2019 2018 2017 2019 2018 2017
35 to 5418 to 34 55+
2019 2018 2017
70 73 71 66 82 71 71 81
4425
36
38
4135
433543
383627
Age (%)
% well
Q26. How well do you think these Services catered for that impairment? Base (2019, 2018, 2017): Overall MSA (742/541/467),
18-34 (51/60/37), 35-54 (162/143/134), 55+ (527/332/293), Mobility 589, Sensory 66, Cognitive/learning/mental health 85
% well% well
By disability type (% 2019 only)
72 65 72
4251
43
30 14 29
Mobility Sensory Cognitive/learning/mental health
31
30
30
50
49
52
2017
2018
2019
28
26
26
60
62
62
2017
2018
2019
27
27
23
66
65
68
2017
2018
2019
Visitors who are disabled [3]
51Q16. You said that you [insert relevant attribute set}. Please rate using the scale below
Base (2019/2018/2017): All MSAs (526/440/417)
Toilets – all MSAs (%) Spontaneous comments
Very goodFairly good
% good
92
88
88
91
93
89
82
80
82
Number available
Cleanliness
Quality of fixtures
“I couldn't find the disabled toilets at first until we were given a key after asking. Then we queued to use them as there are only two”
Leisure, Moto
“The disabled facilities could be improved by having a disabled toilet with a ramp at both ends
of the building. And the steps are ancient”Leisure, Moto
“ There are not enough disabled toilets. Also, the baby changing needs to be
separate from the disabled toilets. There was a long queue”
Leisure, Extra
“ There needs to be more care and consideration for disabled people, door access to the main building, radar keys for the toilets and better positioning of
disabled parking spaces”Commuter, Welcome Break
“There were only 2 disabled toilets available and one was out of order”
Leisure, Roadchef
69% of disabled visitors used (2019)
52
View on revisiting &spontaneous MSA comments
31
66
4
More likely to choose over another nearby No more or less likely
Less likely to choose over another nearby
29
66
4View on revisiting
53
Q18. Were you to make a similar journey to today, will your experience today make you…?
Base (2019/2019/2017): Euro Garages (186/176), Extra (647/516), Moto (4,698/3,901), Roadchef (2,418/2,006), Welcome Break (3,194/2697), Westmorland (466/360). Leisure (7,275/6.261), Business (2,494/1,749), Commuter (586/634), Professional (1,254/982).
2019 2018
Leisure
Business
Professional
Commuter
31
32
65
64
4
4
20182019
2
2
68
57
30
41
2018
2019
29
25
68
71
3
5
37
27
61
69
2
3
28
25
68
70
4
5
5
4
67
71
28
25
2018
2019
4
3
65
60
31
37
2018
2019
4
4
71
70
25
25
2018
2019
3 24
17
73
82
2018
2019
2
4
84
61
14
35
2018
2019
All MSAs – total (%)
All MSAs – by visitor type
*Net likely
27
*Net likely
25
*net likely (%)
31
13
38
29
21
23
33
27
21
21
82
70
* net likely
20
23
21
19
36
14
19
14
* net of ‘more likely’ subtract ‘less likely.
View on revisiting by MSA
54
Q18. Were you to make a similar journey to today, will your experience today make you…?
Motorway service area
2019 2018
Baldock 35 30
Beaconsfield 32 35
Birch EB 14 9
Birch WB 37 11
Birchanger Green 27 16
Blackburn with Darwen
60 2
Blyth 4 31
Bridgwater 25 12
Burton-in-Kendal 13 28
Burtonwood 1 19
Charnock Richard NB 9 19
Charnock Richard SB 28 14
Cherwell Valley 22 40
Chester 50 44
Chieveley 10 12
Clacket Lane EB 19 18
Clacket Lane WB 31 41
Cobham 44 30
Corley NB 20 55
Corley SB 23 34
Cullompton 19 32
Doncaster North 40 57
Donington Park 29 53
Motorway service area
2019 2018
Durham 23 18
Exeter 40 35
Ferrybridge 15 25
Fleet NB 1 47
Fleet SB 10 35
Frankley NB 21 58
Frankley SB 23 7
Gloucester NB 89 84
Gloucester SB 73 78
Gordano 14 28
Hartshead M EB 5 8
Hartshead M WB 5 13
Heston EB 43 33
Heston WB 50 49
Hilton Park NB 10 19
Hilton Park SB 12 2
Hopwood Park 39 37
Keele NB 13 9
Keele SB 8 7
Killington Lake 14 29
Knutsford NB 7 0
Knutsford SB 10 14
Motorway service area
2019 2018
Lancaster NB 17 6
Lancaster SB 16 10
Leicester Forest E NB 13 7
Leicester Forest E SB 16 5
Leigh Delamere EB 34 23
Leigh Delamere WB 25 15
London Gateway 27 13
Maidstone 22 10
Medway EB 32 34
Medway WB 12 20
Membury EB 6 12
Membury WB 10 5
Michaelwood NB 27 13
Michaelwood SB 4 29
Newport Pagnell NB 27 8
Newport Pagnell SB 34 13
Northampton NB 73 27
Northampton SB 75 32
Norton Canes 72 71
Oxford 40 33
Pease Pottage 7 4
Peterborough 40 42
Reading EB 36 39
Motorway service Area
2019 2018
Tebay SB 82 61
Telford 25 16
Thurrock 18 9
Tibshelf NB 14 38
Tibshelf SB 13 17
Toddington NB 27 1
Toddington SB 41 -3
Trowell NB 5 18
Trowell SB 8 31
Warwick NB 50 25
Warwick SB 58 28
Washington NB 15 19
Washington SB 29 17
Watford Gap NB 20 21
Watford Gap SB 34 20
Wetherby 36 4
Winchester NB 11 26
Winchester SB 32 13
Woodall NB 7 33
Woodall SB 22 17
Woolley E NB 1 13
Woolley E SB 17 44
Motorway service area
2019 2018
Reading WB 37 57
Rivington NB 21 17
Rivington SB 41 8
Rownhams NB 4 12
Rownhams SB 20 26
Sandbach NB 34 23
Sandbach SB 38 21
Sedgemoor NB 20 30
Sedgemoor SB 43 38
Severn View 2 20
South Mimms 63 14
Southwaite NB 14 30
Southwaite SB 5 5
Stafford NB 24 14
Stafford SB 41 40
Strensham NB 22 4
Strensham SB 32 23
Tamworth 15 87
Taunton D NB 52 27
Taunton D SB 25 24
Tebay NB 84 57
Euro Garages Extra Moto Welcome BreakRoadchef Westmorland
Net of ‘more likely’ subtract ‘less likely to choose that MSA over one nearby
Positive comments around MSAs
55Q17. What would you like to tell those who run these Motorway Services? This could be something you liked or disliked, something that could be improved or something that you wanted but couldn’t find.
“It’s a nice touch to have fresh flowers in the toilets and they also smelled very nice”Business, Moto
“The food outlets are great, and I like the way the building blends into the landscape” Business, Westmorland
“There’s a good selection of foods. Good
alternatives , nice healthy options and
burgers if people want them”
Leisure, Roadchef
“It’s excellent friendly service and there’s plenty of food”
Professional, Extra“We are so familiar with Moto it
was like I was coming home. I felt confident and secure coming in”Leisure, Moto
“There’s something to suit all types of people. It’s very clean. The staff are always around clearing tables”Leisure, Roadchef
“It’s very well run. Clean toilets, friendly
staff and a good ambience”
Leisure, Welcome Break
“ It’s so different from other services. Clean and friendly with
excellent food”Leisure, Westmorland
“There's loads of space and friendly staff”Leisure, Euro Garages
Comments about the MSAs
56
Q.17 What would you like to tell those who run these Motorway Services? This could be something you liked or disliked, something that could be improved or something that you wanted but couldn’t find.
Base: All MSAs (6,214)
7
3
2
0
3
4
1
0
0
0
0
2
0
1
0
10
14
11
12
9
4
6
6
6
5
4
2
3
2
1
Topic mentioned positivelyTopic mentioned negatively
Main building (except toilets)
Expand 'food to eat in' range
Toilets cleanliness/ order of fixtures/ maintenance
Price/value for goods/retail/fuel/other
Views on whole MSA building
Restaurant/shop staff
New services/ facilities wanted/ suggested
Features within car park
External issues with services
Price/value for money of meals
Large issues with parking
Food eaten or brand itself
HGV parking
Expand ‘retail’ offering- brands/ product groups
HGV Specific facilities in main building
Proportion of the topics of comments made (%)
29
Had nothing to say (%)
17
OK as it is (%)
57Q.17 What would you like to tell those who run these Motorway Services? This could be something you liked or disliked, something that could be improved or something that you wanted but couldn’t find.
Main building (except toilets)
Expand 'food to eat in' range
Toilets cleanliness/ order of fixtures/ maintenance
“When the doors are open in cold weather it can get cold inside. So both doors should not be open at
the same time”Commuter, Extra
“More seating is needed, but when it’s busy they do keep it very
pleasant. Also Starbucks is too expensive”
Professional, Welcome Break
“The balcony as you leave the room smells from the cooking like burnt
food. Also the disabled parking should be closer to the door ”
Leisure, Moto
“It needs more variety in terms of food items. You don't always necessarily want
McDonald’s or a bar of chocolate”Business, Roadchef
“Please provide a wider selection of food. More healthy options and less
fast food”Professional, Moto
“There should be a food outlet where you can buy healthy eating
options with your coffee!” Business, Moto
“We used the family room for nappies and it wasn't very clean, it was old and grotty”
Leisure, Moto
“The toilets could be given a refurbish. They are just old and tired. But the amount of retail outlets here
is good.”Leisure, Moto
“The showers need better lighting and a cleaner floor. There is also a lack of
coat hooks and it’s rather expensive to park over night”
Professional, Extra
“It's cold in here it makes me feel tired and not want to stay long. I would also
like more healthy food options like bagels”
Leisure, Welcome Break
“The ladies toilets were fine but my husband says the men's toilets are filthy. Behind the taps, the cubicle
doors and the floors all need a good clean. We stop here a lot and
although the toilets have been refurbished the cleanliness has
deteriorated”Leisure, Moto
“The food choices could be improved for hungry travellers. And better value for money would bring
more bums on seats”Business, Roadchef
Comments about the MSAs
30 23 19 14 6 3 3 3Factors influencing overall satisfaction
58
Impressions of building
Food and drink bought
to eat in MSA*
Toilets Access car park*
Food and drink bought to eat
in car*
Sat down for a rest of have own
food/drink*
Did some food/ grocery
shopping*
Food/drinks quality 6%
Food/drinks range 5%
Cleanliness of table 3%
The value for money 3%
Friendliness/helpfulness of the staff 2%
Speed of service 2%
Enough space/seating being available 1%
Impression of building inside 18%
Impression of building outside 12%
Quality of the toilet area 7%
Cleanliness of toilet facilities 6%
Number of toilets available 6%
Food/drinks range 2%
Value for money 2%
Speed of service 1%
Friendliness/helpfulness of staff 1%
Walk from car to building 4%
Road surface quality in MSA 3%
Safety of leaving vehicle 3%
Layout of parking area 2%
Clarity of approach signs 1%
Getting from slip road to parked 1%
*Importance scores for one or more features within these categories is/are rounded to zero. Whilst it/they record some negligible importance they are not shown for this reasonBased on full satisfaction scale – all who have done each (n=7,772-393). R squared = 44%
Suitable area for relaxing 1%
Pleasant rest/eating area 1%
Cleanliness of table 1%
Speed of service 1%
Range of items in the shop 1%
HGV specific
Facilities here for relaxing/socialising 1%
Value for money of the parking 1%
Rest/sleep in your vehicle 1%
All MSA users
Prioritising improvement (ratings vs. importance)
59
Impression of building interior
Cleanliness of toilet facilities
Quality of toilet area
Impression of building exterior
Top 6 key drivers (% driving satisfaction)
Based on full satisfaction scale – all who have done each (n=7,772-393). R squared = 44%
18
12
7
6
Number of toilets available
6
6
1.
2.
3.
4.
The quality of the food/drinks
5.
83 83
79 80
82 81
89 89
93 92
91
Satisfaction with the key drivers% good
Impression of building interior
Impression of building exterior
Quality of toilet area
Cleanliness of toilet facilities
6.
2019 2018
All MSA users
Number of toilets available
The quality of the food/ drinks
91
31 28 19 8 6 5 2 2Factors influencing overall satisfaction
60
HGV specific Impressions of building
Access car park*
Toilets Food and drink bought to eat
in MSA*
Food and drink bought to eat in
car*
Did some food/ grocery
shopping*
Food/drinks range 2%
Food/drinks quality 2%
Cleanliness of table 1%
Friendliness/helpfulness of the staff 1%
Impression of building inside 15%
Impression of building outside 13%
Quality of the toilet area 3%
Cleanliness of toilet facilities 2%
Number of toilets available 2%
Value for money 3%
Food/drinks range 1%
Speed of service 1%
Safety of leaving vehicle 7%
Walk from car to building 4%
Layout of parking area 3%
Road surface quality in MSA 3%
Clarity of approach signs 1%
*Importance scores for one or more features within these categories is/are rounded to zero. Whilst it/they record some negligible importance they are not shown for this reasonBased on full satisfaction scale – all who have done each (n=1,044-393). R squared = 45%
Area for relaxing 1%
Sat down for a rest of have own
food/drink*
Range of items 1%
Facilities here for relaxing/socialising 7%
Rest/sleep in your vehicle 7%
Value for money of the parking 6%
HGV parking spaces available 4%
Number of showers available 4%
Cleanliness of the shower area 3%
HGV users only
61
Appendix
Number of responses per MSA in each survey year
62Euro Garages Extra Moto Roadchef Welcome Break Westmorland
Motorway Service Area 2019 2018 2017
Baldock 128 81 81
Beaconsfield 108 80 75
Birch EB 88 89 82
Birch WB 97 89 86
Birchanger Green 123 83 80
Blackburn with Darwen 104 81 72
Blyth 112 84 73
Bridgwater 91 94 77
Burton-in-Kendal 122 78 79
Burtonwood 97 85 61
Charnock Richard NB 103 91 77
Charnock Richard SB 100 87 84
Cherwell Valley 87 80 83
Chester 98 93 81
Chieveley 90 95 81
Clacket Lane EB 107 92 57
Clacket Lane WB 101 90 66
Cobham 120 86 78
Corley NB 95 86 79
Corley SB 110 90 80
Cullompton 96 84 63
Doncaster North 127 89 71
Donington Park 95 78 81
Motorway Service Area 2019 2018 2017
Durham 113 80 109
Exeter 138 93 87
Ferrybridge 100 83 70
Fleet NB 112 91 115
Fleet SB 113 101 40
Frankley NB 96 91 83
Frankley SB 91 90 85
Gloucester NB 122 93 76
Gloucester SB 132 90 87
Gordano 93 93 75
Hartshead Moor EB 104 76 67
Hartshead Moor WB 111 76 89
Heston EB 120 102 69
Heston WB 113 79 68
Hilton Park NB 102 85 80
Hilton Park SB 86 82 78
Hopwood Park 94 79 80
Keele NB 87 90 75
Keele SB 90 81 74
Kill ington Lake 111 83 81
Knutsford NB 104 85 87
Knutsford SB 104 91 77
Lancaster NB 101 81 71
Motorway Service Area 2019 2018 2017
Lancaster SB 111 87 80
Leicester Forest East NB 89 72 71
Leicester Forest East SB 90 82 82
Leigh Delamere EB 121 93 78
Leigh Delamere WB 107 91 88
London Gateway 114 80 68
Maidstone 92 92 58
Medway EB 101 100 60
Medway WB 111 70 51
Membury EB 105 86 71
Membury WB 105 79 81
Michaelwood NB 104 85 82
Michaelwood SB 92 90 86
Newport Pagnell NB 114 89 76
Newport Pagnell SB 103 84 75
Northampton NB 103 90 75
Northampton SB 99 90 81
Norton Canes 93 83 80
Oxford 119 92 68
Pease Pottage 115 80 74
Peterborough 91 104 84
Reading EB 120 92 83
Reading WB 119 90 82
63
Euro Garages Extra Moto Welcome BreakRoadchef Westmorland
Total number of survey responses
Motorway Service Area 2019 2018 2017
Rivington NB 95 86 72
Rivington SB 91 90 78
Rownhams NB 98 84 79
Rownhams SB 94 82 83
Sandbach NB 103 91 90
Sandbach SB 98 77 68
Sedgemoor NB 113 96 86
Sedgemoor SB 122 98 90
Severn View 92 93 59
South Mimms 107 79 82
Southwaite NB 111 87 70
Southwaite SB 106 81 90
Stafford NB 87 87 92
Stafford SB 106 90 60
Strensham NB 116 92 80
Strensham SB 113 90 80
Tamworth 105 91 80
Taunton Deane NB 112 93 94
Taunton Deane SB 133 85 84
Tebay NB 101 90 90
Tebay SB 111 87 87
Motorway Service Area 2019 2018 2017
Telford 88 90 80
Thurrock 98 85 74
Tibshelf NB 114 85 79
Tibshelf SB 104 82 67
Toddington NB 113 87 80
Toddington SB 91 94 83
Trowell NB 111 87 87
Trowell SB 105 85 83
Warwick NB 102 92 80
Warwick SB 113 87 79
Washington NB 92 86 88
Washington SB 93 82 94
Watford Gap NB 90 85 74
Watford Gap SB 98 79 71
Wetherby 102 90 81
Winchester NB 102 74 79
Winchester SB 114 77 72
Woodall NB 104 83 75
Woodall SB 100 92 73
Woolley Edge NB 98 88 56
Woolley Edge SB 109 86 70
2019 2018 2017
11,609 9,626 8,623
Number of responses per MSA in each survey year Average number of survey
responses per MSA
2019 2018 2017
105 87 77
Quality/ accreditation (ISO, etc)
64
BVA BDRC is certified to ISO 20252 and 27001, the recognised international quality standards for market research and information security. The project has been carried out in accordance with these standards.
• Adherence to the standard is independently audited once per year.
• Where subcontractors are used by BVA BDRC, they are assessed to ensure any outsourced parts of the research are conducted in adherence to ISO 20252 and 27001.
All work will be carried out in conformity to these standards, the MRS Code of Conduct, and all relevant legal requirements
Full methodological details relevant to the project, are available upon request.