Top motorway service areas for customer satisfaction revealed

19th Oct 2017

The highest rated motorway service areas have been revealed, following a story from independent watchdog Transport Focus.

Customers of Reading westbound services on the M4 and Rivington northbound on the M61 were rated as satisfactory by 100% of customers.

Overall, service areas across England satisfied 90% of customers. The same percentage were satisfied with toilet cleanliness, and 94% said the friendliness of staff was good. 

However, only 64% thought the food or drink available to eat in the services was value for money.

Anthony Smith, chief executive of Transport Focus, said: “Our research shows that up and down the country motorway services are providing customers with a good experience and are playing a positive role in helping them rest and recharge before continuing to drive. They tell us they feel less stressed and are more awake after a good break.

“Motorway service operators must not rest on their laurels however; our message is clear – use the results to deliver even higher levels of customer satisfaction in future.

“Ensuring that visitors feel their experience is worth the money paid, that the choice of food is good and the services are welcoming and well-maintained are important areas for motorway service operators to watch.

Compared to other businesses in the transport sector, service areas are rated extremely highly.

According to the July 2017 UK Customer Satisfaction Index (UKCSI), the transport industry scored 74.5 out of 100, 3.7 points below the UK average.

The survey, which covered rail, air and bus operators, found that compared to the UK average, the transport sector scores about the same for customer effort but is weakest for “in person” customer experiences and addressing complaints.

Compared to July 2016, customers are slightly more satisfied this year with staff attitude and understanding, and doing what they said they would, in the context of complaint handling; and with organisations’ speed of response by text, social media and web chat. 

The Transport sector is amongst the most popular sectors for customer interactions via social media.

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