Overall report August 2019 Motorway Services User Survey 2019 Background and Usage patterns Overall experience 1. approach 2. 3.
View on revisiting 4. Reasons for . MSA usage 6. & spontaneous visiting 5 MSA comments
Appendix
2 Background
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.
Specific objectives for 2019 included:
Consistently and robustly Understand the effect Identify the key drivers of measure user satisfaction visiting an MSA has on satisfaction and intention to across All MSAs visitor temperament revisit
3 Project approach/ Overall, interviews took place at 111 out of the 112 MSAs methodology 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.
4 Usage patterns
5 5 Visitor Respondent type (%) Leisure Business Commuter Professional* profile All MSA average 2019 63 22 5 11 All MSA average 2018 65 18 7 10
Gender Age (%) (%) 20 21 41 41
39 38 Male Female
63 2019 37 2019 2018 61 2018 39 18-34 35-54 55+
2019 2018 Disability 7 6 Vehicle (%) type (%) Car 79 81 HGV/Truck 9 7 93 94 LCV 6 5 2019 2018 Coach Yes 5 5 No/prefer not to say Other 1 1
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 6 All MSAs average Respondent 2019 (%) Leisure Business Commuter Professional profile by Male 50 81 71 98 Female 50 19 29 2 visitor type 18-34 20 20 40 16 35-54 32 49 42 53 55+ 48 31 18 31
Disability 9 3 3 2
All MSAs average 2018 (%)
Leisure Business Commuter Professional 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
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 7 disability slightly lower as around 2% said prefer not to say to each question. All MSAs Operator comparison (%)
2019 39 30 31 Frequency of 2018 40 34 25 2019 2018 2017 visiting this 2017 41 35 24 21 19 20 2019 31 35 33 MSA (1) 2018 42 30 28 2017 33 34 34 28 32 32 2019 48 31 22 2018 52 26 21
2017 48 32 20
2019 49 33 18 53 47 48 2018 55 28 17
2017 51 30 19
2019 48 32 20
2018 55 29 16 Frequently (at least every 2 weeks) 2017 50 31 19 Regularly (every 1-3 months) 2019 42 47 12 Occasionally (less often than every 3 months/first visit) 2018 51 35 14
2017 49 39 12
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 8 (2,418/2,006/1,787), Welcome Break (3,194/2,697/2,391), Westmorland (466/360/340) Visitor type (%) Age (%)
18 to 34 35 to 54 55+ Frequency of Leisure 2019 57 33 10 20 17 19 17 17 17 2018 63 28 9 26 22 24 visiting this 2017 57 32 10 25 26 34 29 34 30 29 32 MSA (2) 32 50 57 55 49 55 49 Business 2019 38 36 26 42 48 44
2018 42 32 25
2017 37 35 28 2019 2018 2017 2019 2018 2017 2019 2018 2017
Gender (%) Commuter 2019 25 25 50 Male Female 2018 30 29 41 2017 11 10 11 36 28 36 27 25 26 32 27 32
33 29 31
Professional 2019 14 25 61 57 62 57 40 46 43 2018 22 23 54
2017 20 25 55 2019 2018 2017 2019 2018 2017
Occasionally Regularly Frequently
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) 9 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) Time on road before (minutes) Dwell time at MSA Total journey minutes excl. MSA stop
* Values shown Overall 2019 90 20 210 min are medians Typical journey 2018 90 20 210 min length and 2017 90 20 210 min Leisure 2019 90 20 210 min dwell time 2018 90 20 180 min 2017 90 20 180 min
Business 2019 90 20 240 min 2018 90 20 195 min
2017 90 15 210 min
Commuter 2019 60 15 135 min 2018 60 20 150 min
2017 60 15 150 min
Professional 2019 165 30 480 min
2018 150 30 480 min
2017 150 30 420 min
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) 10 Professional (1,254/982/948) * Values shown are medians Time on road before (minutes) Dwell time at MSA Total journey minutes excl. MSA stop
180 min 2019 60 20 Typical journey 2018 60 20 120 min length and 2017 60 10 120 min 165 min 2019 60 20 dwell time (2) 2018 60 30 150 min 2017 60 20 150 min
2019 90 20 210 min 2018 90 20 210 min
2017 90 20 210 min
2019 90 25 240 min 2018 105 20 210 min
2017 90 20 240 min
2019 105 20 210 min 2018 90 20 210 min 2017 90 20 210 min
2019 120 30 240 min 2018 120 30 270 min 2017 105 25 240 min
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 11 (3,194/2,667/2,391), Westmorland (466/360/340) Overall experience
12 All MSAs (%) Operator comparison (%) Net satisfied
2019 47 38 86 Net satisfied Net satisfied Net satisfied Overall 2018 19 78 97 90 92 90 satisfaction (1) 2017 27 71 97 2019 36 53 89
2018 30 64 94
54 2017 24 72 96 62 58 2019 37 53 90
2018 31 59 90
2017 32 56 88
2019 34 58 92 36 31 30 2018 29 64 93 2017 35 54 89
6 5 7 2 2 2 2019 38 52 90 1 1 1 2019 2018 2017 2018 34 59 93 2017 31 59 91 Very satisfied Fairly satisfied 2019 12 86 98 Neither/nor Fairly dissatisfied Very dissatisfied 2018 16 81 97 2017 17 82 98
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 13 (3,194/2,662/2,388), Westmorland (466/360/340) Visitor type (%) Age (%) Overall Leisure 2019 36 55 91 94 94 93 91 93 90 88 90 88 2018 29 63 92
2017 30 61 91 59 satisfaction (2) 64 65 56 62 56 51 60 57 91 Business 2019 35 56 2018 33 59 92 37 35 30 28 36 31 34 30 31 2017 36 54 90
2019 2018 2017 2019 2018 2017 2019 2018 2017 Commuter 94 2019 33 61 18 to 34 35 to 54 55+ 2018 28 64 92 Gender (%) 2017 30 61 91 Male Female
Professional 2019 41 43 83 90 92 89 91 93 92 2018 35 54 88
2017 36 48 84
52 59 56 58 65 63 HGV 2019 41 41 82
2018 37 50 86 37 32 33 33 2017 37 47 84 27 29
2019 2018 2017 2019 2018 2017 Fairly satisfied Very satisfied % satisfied
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). 14 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) Very/fairly satisfied (%) Very/fairly satisfied (%) Very/fairly satisfied (%) Motorway Motorway Motorway 2019 2018 2017 Rank 2019 2018 2017 Rank 2019 2018 2017 Rank service area service area service area Baldock 93 96 96 44 Durham 93 95 96 45 Lancaster SB 90 87 90 68 Leicester Forest East Overall Beaconsfield 91 94 97 57 Exeter 98 92 84 11 85 83 93 92 NB Birch EB 84 87 89 97 Ferrybridge 88 87 90 75 Leicester Forest East 91 95 72 SB 89 Birch WB 88 97 92 78 Fleet NB 91 96 91 60 satisfaction by Leigh Delamere EB 88 85 85 77 Birchanger Green 95 96 95 30 Fleet SB 93 98 90 41 Leigh Delamere WB 90 91 86 67 Blackburn with 92 94 96 50 Frankley NB 90 99 94 69 individual MSA Darwen London Gateway 96 96 91 20 Blyth 98 95 105 Frankley SB 75 91 95 108 80 Maidstone 95 87 91 29 Gloucester NB 98 94 99 7 Bridgwater 91 81 79 53 Medway EB 85 85 87 94 Gloucester SB 99 97 99 3 Burton-in-Kendal 86 93 91 90 Medway WB 86 97 84 87 Gordano 86 95 84 89 Burtonwood 73 83 89 110 Membury EB 81 95 77 104 Hartshead Moor EB 91 92 91 54 Charnock Richard NB 79 93 91 106 Membury WB 83 95 88 101 Hartshead Moor 88 94 51 Charnock Richard SB 77 92 89 107 WB 92 Michaelwood NB 98 92 89 12 Cherwell Valley 95 91 96 26 Heston EB 97 88 62 16 Michaelwood SB 96 96 93 22 Chester 91 97 96 58 Heston WB 99 87 90 2 Newport Pagnell NB 88 92 95 79 Chieveley 97 91 86 17 Hilton Park NB 90 93 96 62 Newport Pagnell SB 89 81 89 73 Clacket Lane EB 85 83 79 93 Hilton Park SB 98 99 96 10 Northampton NB 94 97 91 35 Clacket Lane WB 96 94 92 21 Hopwood Park 96 97 95 25 Northampton SB 92 97 94 49 Cobham 90 91 97 64 Keele NB 93 97 87 40 Norton Canes 99 100 99 1 Corley NB 94 98 99 36 Keele SB 86 91 82 82 Oxford 97 88 87 13 Corley SB 95 99 93 33 Killington Lake 97 99 90 19 Pease Pottage 95 99 93 27 Cullompton 74 93 97 109 Knutsford NB 86 94 85 88 Peterborough 95 97 94 31 Doncaster North 94 96 94 34 Knutsford SB 93 98 99 48 Reading EB 90 89 96 65 Donington Park 86 97 95 84 Lancaster NB 93 90 82 47 Reading WB 84 89 100 96
Euro Garages Extra Moto Roadchef Welcome Break Westmorland
15 Q7. Overall, how satisfied are you with your experience at these Motorway Services today? Very/fairly satisfied (%) Very/fairly satisfied (%) Motorway Motorway 2019 2018 2017 Rank 2019 2018 2017 Rank service area service area Rivington NB 84 98 100 100 Telford 91 94 96 55
Overall Rivington SB 95 Thurrock 87 97 81 93 68 81 43
Rownhams NB 93 93 76 46 Tibshelf NB 98 93 94 9 satisfaction by Rownhams SB 96 87 75 24 Tibshelf SB 86 95 97 85 Sandbach NB 83 98 89 102 Toddington NB 91 82 86 59 Very/fairly satisfied (%) individual MSA Sandbach SB 94 90 84 37 Toddington SB 89 72 76 71 All MSAs
Sedgemoor NB 84 93 86 95 Trowell NB 86 91 91 83 Top 5 2019 2018 2017 Rank Sedgemoor SB 89 95 93 70 Trowell SB 95 92 87 32 Norton Canes 99 100 99 1 Severn View 72 85 83 111 Warwick NB 95 87 90 28 Heston WB 99 87 90 2 South Mimms 99 95 96 5 Warwick SB 96 90 87 23 Very/fairly satisfied (%) Gloucester SB 99 97 99 3 Southwaite NB 81 80 93 103 Washington NB 86 90 76 86 90 Southwaite SB 84 88 84 98 Washington SB 90 89 89 63 Stafford NB 99 94 4
Stafford NB 99 94 90 4 Watford Gap NB 88 90 93 80 South Mimms 99 95 96 5
Stafford SB 98 99 70 8 Watford Gap SB 84 91 83 99 Bottom 5 2019 2018 2017 Rank
Strensham NB 89 91 93 56 Wetherby 97 99 84 18 Charnock Richard SB 77 92 89 107 Strensham SB 91 89 93 52 Winchester NB 99 93 84 6 Frankley SB 75 91 95 108 Tamworth 89 93 95 74 Winchester SB 90 84 76 66 Cullompton 74 93 97 109 Taunton Deane NB 93 88 93 39 Woodall NB 85 93 92 91 Burtonwood 73 83 89 110
Taunton Deane SB 93 93 96 42 Woodall SB 90 99 96 61 Severn View 72 85 83 111 Tebay NB 97 99 98 15 Woolley Edge NB 88 89 80 76
Tebay SB 97 99 98 14 Woolley Edge SB 93 88 93 38
Euro Garages Extra Moto Roadchef Welcome Break Westmorland 16 Q7. Overall, how satisfied are you with your experience at these Motorway Services today? 2019 (%) Mood on arrival Mood on arrival Mood after visit and exit 2018 percentage points (ppt)
39 25 increase 19 57 30 in happy/relaxed decrease in increase in happy/relaxed tired/stressed/ frustrated
18
2017 18 percentage points (ppt) 30 5 increase 3 20 17 in happy/relaxed decrease in 20 tired/stressed/ 8 17 decrease in frustrated tired/stressed/ 11 frustrated 3
Happy Relaxed Indifferent Stressed Frustrated Tired
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 17 Happy/relaxed Mood on arrival (%) Increase on exit (ppt) Decrease on exit (ppt) Tired/stressed /frustrated 2019 67 17 18 12 Mood change 2018 60 22 27 19 2017 62 22 between arrival 22 19 2019 67 17 20 13 and exit 2018 62 26 26 21 2017 71 18 15 13
2019 55 27 32 22 2018 60 22 22 17 2017 58 27 20 17
2019 59 24 29 20 2018 60 23 24 18
2017 59 24 20 17
2019 54 26 31 20 2018 53 29 30 23 2017 54 25 24 16
2019 66 19 28 18 2018 73 14 20 11
2017 60 28 20 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): 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 18 (3,194/2,667/2,391), Westmorland (466/360/340) Happy/relaxed Mood change Tired/stressed/frustrated (ppt) (ppt) Leisure Mood on arrival (%) Increase on exit Decrease on exit between arrival 2019 59 24 29 19 2018 60 23 25 18 and exit 2017 59 24 21 16
Business 2019 55 25 30 21
2018 56 24 25 19
2017 55 28 21 19
Commuter 2019 51 31 35 22 2018 55 28 26 22
2017 55 29 20 19
Professional 2019 50 29 34 23 2018 56 28 23 21 2017 60 27 16 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) Leisure (7,275/6,261/5,600) Business (2,494/1,749/1,536) Commuter (586/634/617) Professional (1,254/982/948) 19 Results showed for different amounts of time on the road before stopping Mood change between arrival Happy/relaxed Tired/stressed/frustrated Mood on arrival (%) Increase on exit (ppt) Decrease on exit (ppt) and exit 2019 66 19 23 15 Up to 1 hour 2018 64 20 20 14
2017 63 22 17 15
2019 53 27 33 22
Over 1 hour to 3 hours 2018 55 26 28 21
2017 56 26 23 17
2019 43 37 39 29 Over 3 hours before 2018 55 30 24 23
2017 52 36 22 24
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) 20 The benefits of taking a The cost of fuel at Attitudes towards break from driving are… motorway services is…… Well publicised by the authorities Reasonable break benefits 3 2 5 and MSA fuel 17 costs 39 64 12
25
78 66 20
10 16 6
Poorly publicised by the authorities Unreasonable
Q22. Where on the scale best represents your view on the following statement… 21 Base (All MSA 2019): 11,609 Overall All MSAs (%) Operator comparison (%) Good 2019 only Good impression (1) 82 56 21 77
53 53 29 83
54 25 78 28
16 54 33 86
2
57 24 2019 81 Poor Average Good Excellent
15 84 99
Q20. What’s the overall impression you got of <
53 54 53
Business 2019 2019 2019 2019 53 28 81 18 to 34 35 to 54 55+
Commuter* Gender (%)
2019 56 31 87 Male Female
81 83
30 Professional 27
2019 53 20 74 54 53
% good/excellent Good Excellent 2019 2019
*Low base size, please use with caution Q20. What’s the overall impression you got of <
Motorway Motorway Motorway Motorway Motorway 2019 2019 2019 2019 2019 service area service area service area service area service area Baldock 89 Lancaster NB 81 Overall Durham 76 Reading WB 77 Tebay SB 99 Beaconsfield 89 Lancaster SB 68 Exeter 90 Rivington NB 76 Telford 85 Birch EB Leicester Forest East 68 Ferrybridge 80 79 Thurrock NB Rivington SB 78 65 impression (3) Birch WB 81 Fleet NB 87 Tibshelf NB Leicester Forest East Rownhams NB 69 95 Birchanger Green 88 SB 72 Fleet SB 96 Tibshelf SB 86 Rownhams SB Blackburn with Leigh Delamere EB 82 Frankley NB 83 Darwen 88 68 Toddington NB 74 Leigh Delamere WB 81 Sandbach NB 77 Blyth 64 Frankley SB 42 Toddington SB 79 London Gateway 97 Sandbach SB 90 Bridgwater 71 Gloucester NB 99 Trowell NB 83 Maidstone 90 Sedgemoor NB 67 Burton-in-Kendal 71 Gloucester SB 99 Trowell SB 84 Medway EB 63 Sedgemoor SB 91 Burtonwood 46 Gordano 82 Medway WB 61 Warwick NB 94 Severn View 58 Charnock Richard NB 55 Hartshead Moor EB 80 Membury EB 60 Warwick SB 90 Charnock Richard SB Hartshead Moor South Mimms 97 69 Membury WB Washington NB WB 75 63 58 Cherwell Valley 94 Southwaite NB 76 Michaelwood NB 94 Washington SB Heston EB 95 85 Chester 89 Michaelwood SB 85 Southwaite SB 75 Heston WB 100 Watford Gap NB 76 Chieveley 82 Newport Pagnell NB 84 Stafford NB 92 Hilton Park NB Watford Gap SB 78 Clacket Lane EB 79 73 Newport Pagnell SB 72 Stafford SB 95 Wetherby 90 Clacket Lane WB 92 Hilton Park SB 83 Northampton NB 91 Strensham NB 84 Hopwood Park 90 Winchester NB 95 Cobham 88 Northampton SB 85 Strensham SB 92 Keele NB 83 Winchester SB 87 Corley NB 94 Norton Canes 98 Tamworth 90 Woodall NB 69 Corley SB 94 Keele SB 81 Oxford 99 Taunton Deane NB 90 Cullompton 61 Killington Lake 91 Pease Pottage 90 Woodall SB 89 Doncaster North 97 Knutsford NB 63 Peterborough 81 Taunton Deane SB 86 Woolley Edge NB 70 Donington Park 86 Knutsford SB 77 Reading EB 80 Tebay NB 97 Woolley Edge SB 89
Euro Garages Extra Moto Roadchef Welcome Break Westmorland 24 Q20. What’s the overall impression you got of <
25 Operator comparison (%)
All MSAs (%) 2019 47 53 Decision to stop 2018 48 52 at this MSA (1) 2017 61 39 2019 38 62 2018 36 64 52 2019 48 2017 38 62
2019 54 46 2018 55 45
2017 57 43 42 45 2017 2018 2019 52 48 58 55 2018 57 43
2017 61 39
2019 57 43 Planned to stop 2018 59 41 2017 63 37 Did not plan to stop 2019 24 76
2018 25 75
2017 37 63
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 26 (3,074/2,593/2,290), Westmorland (462/349/326) Age (%) Visitor type (%) Decision to stop 18 to 34 35 to 54 55+ Leisure* 2019 54 46
2018 57 43 33 at this MSA (2) 39 39 46 45 41 54 49 49 2017 60 40
67 Business 61 61 54 55 59 2019 56 44 46 51 51 2018 55 45
2017 62 38 2019 2018 2017 2019 2018 2017 2019 2018 2017
Commuter Gender (%) 2019 47 53 2018 50 50 Male Female
2017 56 44
49 47 43 45 42 41 Professional 2019 37 63 2018 40 60 51 53 57 55 58 59 2017 40 60
Did not plan to stop Planned to stop 2019 2018 2017 2019 2018 2017
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) 27 * Excludes those who were part of a tour party. Reasons for All MSAs (%) 37 To get some food/drink visiting 32 28 To take a break from driving 32
25 To use the toilets 27
Your vehicle needed fuel, electric 2 charge, or something else 2
2 To have a meeting here 1
1 Driving hours were nearly complete 1 2019 2018 1 To buy something 1
1 To stay at the hotel here 0
4 Other 4
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 28 All MSAs Planned to stop (%) N.B. ordered by pre- Did not plan to stop (%) Reasons for planned high to low visiting 40 To get some food/drink 34
30 To take a break from driving 27
16 To use the toilets 33
Your vehicle needed fuel, 2 electric charge, or something 1 else
3 To have a meeting here 0
Driving hours were nearly 1 complete 1
2 To buy something 1
1 To stay at the hotel here 0
5 Other 3
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) 29 Saying any brand made them more Top 5 brands mentioned (%)* Brand impact inclined to stop at a specific MSA (%) (of those who said brand influenced stopping) on stopping 2019 29 2018 32 32 32 2019 15
2018 16 68 68 2019 10
2018 11
Yes 2019 2019 10 No 2018 2018 13
2019 9
2018 9
* The level of a brand’s impact is dependent, in part, on how widely available that brand is across the 111 MSAs
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) 30 Brand impact Saying any brand made them more inclined to stop at a specific MSA % yes* on stopping
2019 30 41 33
2018 37 41 35
49 30 27
31 27 22
* The level of a brand’s impact is dependent, in part, on how widely available that brand is across the 111 MSAs
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 Saying brand made them more inclined to stop at a specific MSA Brand impact Top brands by operator (%)* Euro Garages Roadchef on stopping 2019 46 2019 52 2018 34 2018 56
2019 38 2019 38 2018 35 2018 39
Extra Welcome Break
2019 36 2019 32 2018 52 2018 34
2019 16 2019 22 2018 9 2018 18
Moto Westmorland 2019 46 2019 83 2018 49 2018 53 2019 22 2019 16 2018 26 Other 2018 n/a
* The level of a brand’s impact is dependent, in part, on how widely available that brand is across the 111 MSAs
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) 32 Saying something else inclined them to stop Other reasons to stop stated Something else All MSAs (%) inclined them to stop 22
78
Yes No
“The location, as there’s nothing “The atmosphere and farm shop much else around here” “I’ve been here before and it’s very are hugely better than the other Professional, Euro Garages clean, efficient and has good quality” choices” Leisure, Roadchef Leisure, Westmorland
“The dog facilities. There is a nice “It’s habit. I know where this place “It’s always nice and clean and the piece if grass and there is always is. So I don't have to think about it” staff are friendly.” Leisure, Moto Commuter, Extra room to park there” Leisure, Welcome Break
Q11. Was there anything else about these Motorway services which made you more inclined to stop here? Base: all MSAs (11,296) 33 Knowing % of visitors naming correct operator…. who runs the 36 51
MSA visited 22 24
57 65
30 28
37 2019 42
10 2018 33
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) 34 MSA usage
35 Rating of Approach signs (%) Slip road (%) commonly used Good 92 90 92 Good 86 88 89 aspects (1) 62 60 60 54 57 59
30 31 31 32 31 30
All MSA average 2018 2017 All MSA average 2018 2017 2019 2019
Car park layout (%) Vehicle safety in car park (%)
Good 83 85 87 Good 91 92 93
49 51 55 58 58 61
34 34 31 33 34 32
All MSA average 2018 2017 All MSA average 2018 2017 2019 2019 Very good Fairly good
Q12. Thinking about your arrival at these Motorway Services today, please rate the following… 36 Base (2019/2018/2017): All MSA (11,560-11,120/9,608-9,346/8,594-8,265) Walk from vehicle to building (%) Impression of building exterior (%) Rating of 93 93 94 Good 79 80 81 Good commonly used 63 61 64 43 45 45 aspects (2) 36 36 36 30 32 30
All MSA average 2018 2017 All MSA average 2018 2017 2019 2019
Impression of building interior (%) Road surfaces in the MSA* (%) 83 83 85 Good 77 77 n/a Good
47 45 46 42 40
37 37 38 36 37 n/a
All MSA average 2018 2017 All MSA average 2018 2017 2019 2019 Very good Fairly good
*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) 37 2019
2018
Aspects of the 2017 All MSA (%) Leisure (%) Business (%) Commuter (%) Professional (%)
69 70 68 55 70 MSA used Used toilets 73 75 71 62 74 77 79 74 70 74
Sat down to have 52 56 50 35 37 food/drink bought in MSA 52 54 50 44 43 50 53 50 44 36
20 17 24 30 24 Bought food/drinks 22 to have in car 19 24 28 28 30 27 34 34 35
9 10 7 7 8 Bought convenience items 10 11 9 7 9 from a newsagents/garage 13 14 12 11 14
8 7 7 8 10 Sat down for a rest or have 5 5 4 6 6 own food/drinks 5 5 5 4 7
4 5 3 7 3 Food/grocery shopping 4 4 2 4 3 5 6 4 4 3
1 1 1 1 0 Charged your 0 1 0 0 1 electric vehicle n/a n/a n/a n/a n/a
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) 38 Top 2 brands (%)* Who they Euro Garages Extra Moto 51* 55 40 41 bought food or 34* 32 34 26 23 26 drink from 13 16
Eat/drink in MSA Eat/drink in car Eat/drink in MSA Eat/drink in car Eat/drink in MSA Eat/drink in car
70 Roadchef Welcome Break Westmorland
49 45 40 42 42 37 36 30 21 19 21
Restaurant Quick Kitchen
Eat/drink in MSA Eat/drink in car Eat/drink in MSA Eat/drink in car Eat/drink in MSA Eat/drink in car
* The level of purchase of a brand is dependent, in part, on how widely available that brand is across the 111 MSAs
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), 39 Welcome Break (1,422/608), Westmorland (275/78) * Low base Where bought To eat/drink in MSA (%)* To eat/drink in car (%)* food Costa Coffee 33 Costa Coffee 25
WHSmith's 13 Burger King 14
Greggs 13 McDonald's 14 Starbucks 12 Starbucks 10 McDonald's 10
Greggs 8 Marks & Spencer 9
KFC 6 Burger King 6
Marks & Spencer 5 Waitrose 5
* The level of purchase of a brand is dependent, in part, on how widely available that brand is across the 111 MSAs
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 40 Rating of Toilets – all MSAs (%) 69% of visitors used them (2019) 2019 operator scores – good (%) aspects used [1] Fairly good Very good % good
Number available 2019 25 69 93 74 87 92 96 94 100 2018 28 65 92 2017 27 64 92
Cleanliness 2019 28 60 89 51 83 89 91 87 98 2018 29 60 89 2017 29 60 90
Quality of fixtures 2019 30 52 82 38 75 82 88 81 98 2018 31 50 81 2017 33 50 82
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. 41 Food and drink bought to eat in: all MSAs (%) 52% of visitors did this (2019) 2019 operator scores – good (%) Fairly good Very good Rating of % good Amount of seating 2019 21 76 97 98 93 97 97 97 100 2018 22 75 97 aspects used [2] 2017 24 72 97 Friendliness of staff 2019 24 68 93 96 88 94 93 90 99 2018 26 67 94 2017 28 67 94 Speed of service 2019 29 64 92 96 93 92 91 91 97 2018 32 60 92 2017 32 61 93 Food/drink quality 2019 37 54 91 93 90 92 90 91 95 2018 37 55 91 2017 37 55 92 Tables cleanliness 2019 28 62 90 74 82 90 91 89 98 2018 27 63 90 2017 27 64 91 Food/drink range 2019 41 45 85 89 91 83 83 88 96 2018 41 46 87 2017 41 47 88 Value for money 2019 34 25 59 61 77 56 65 47 81 2018 38 28 66 2017 40 25 64 Quality of the Wi-Fi 2019 31 45 76 Base size 64 79 78 71 Base size 2018 34 44 78 too low too low
Q16. You said that you did... Please rate using the scale below. 42 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/drink bought to have in car – all MSAs (%) Rating of 20% of visitors did this (2019) 2019 operator scores – good (%) Fairly good Very good % good aspects used [3] Friendliness of staff 2019 24 71 95 92 96 94 93 100 2018 23 71 94
2017 28 67 95
Speed of service 2019 27 69 95 94 96 96 94 99 2018 29 64 93
2017 32 63 95
Food/drink range 2019 37 52 89 89 88 88 90 95 2018 38 51 89 2017 39 49 88
Value for money 2019 34 27 61 78 65 64 47 76 2018 37 28 65 2017 39 27 66
Q16. You said that you did ..... Please rate using the scale below 43 Base 2019/2018/2017: 2237; 2049; 2464. EuroGarages: base size too low [46]. Extra: 132 Moto: 927 Roadchef: 415 Welcome Break: 635 Westmorland: 82 Rest / own food and drink – all MSAs (%) 2019 operator scores – good (%) Rating of 8% of visitors did this (2019)
Fairly good Very good aspects used [4] % good Amount of seating available 2019 23 73 96 97 98 96 2018 31 60 91 2017 39 55 94 Cleanliness of tables/eating areas 2019 25 66 91 92 93 90 2018 30 58 88 2017 35 56 91 Pleasantness of rest/eating areas 2019 26 63 89 89 93 90 2018 34 53 87 2017 39 51 90 Suitable eating area for relaxing 2019 26 59 85 88 89 80 2018 35 47 82 2017 38 47 85
Quality of the WiFi
2019 23 57 80 Quality of Wi-Fi: base size too low 2018 31 49 80
Q16. You said that you did ..... Please rate using the scale below. 44 Base 2019/2018/2017: 830; 459; 367. Moto: 320 Roadchef: 201 Welcome Break: 220 Low base: EuroGarages [8]; Extra [48]; Westmorland [33]. Bought convenience items – all MSAs (%) Rating of 9% of visitors did this (2019) 2019 operator scores – good (%) Fairly good Very good aspects used [5] % good Friendliness of staff 2019 24 69 93 93 95 94 2018 23 73 96 2017 29 67 96
Speed of service 2019 26 69 95 95 95 96 2018 28 68 96 2017 32 62 94
Range of items 2019 42 49 91 90 86 93 2018 39 47 86 2017 44 44 88
Value for money 2019 32 22 54 58 59 44 2018 35 29 63 2017 36 33 69
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 grocery shopping – all MSAs (%) Rating of 4% of visitors did this (2019) 2019 operator scores - good (%) Fairly good Very good % good aspects used [4] Friendliness of staff 2019 20 76 95 97 91 2018 25 73 98 2017 18 77 94 Speed of service 2019 22 73 96 96 95 2018 31 66 97 2017 21 73 94 Food/drink layout 2019 34 61 95 96 92 2018 33 59 91 2017 30 65 94 Food/drink range 2019 38 54 92 91 92 2018 33 56 90 2017 33 57 91 Value for money 2019 36 29 64 69 48 2018 39 29 68 2017 35 42 77
46 Q16. 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] HGV specific facilities – all MSAs (%) 2019 operator scores - good (%)
Rating of Fairly good Very good % good Ability to rest in vehicle aspects used [6] 2019 39 33 72 69 76 69 2018 38 32 70 2017 43 29 72 Facilities to socialise/relax 2019 39 20 58 57 65 51 2018 40 29 68 2017 45 22 67 Amount of parking 2019 31 29 60 58 62 60 2018 28 35 63 2017 29 35 65 Parking value for money 2019 22 17 39 36 49 34 2018 25 25 50 2017 25 22 47 Showers available (number) 2019 25 21 46 2018 30 28 57 Showers available: base sizes too low 2017 28 36 65 Cleanliness of the shower 2019 31 26 57 2018 35 31 66 Cleanliness of showers: bases size too low 2017 36 47 83
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; 47 211; 288. Parking VFM: 206; 109; 157. Showers available: 162; 92; 120. Shower cleanliness: 153; 89; 117. Rating of Charged electric vehicles – all MSAs (%) aspects used [7] 1% of visitors did this (2019)
% good
Charging bays available 2019 20 39 58
• No data available for operators due to Charging speed low base sizes 2019 30 50 81 • Base size not large enough for 2018, question not asked in 2017
Value for money 2019 27 52 79
Fairly good Very good
Q16. You said that you [insert relevant attribute set}. Please rate using the scale below 48 Base (2019/2018/2017): All MSAs (83-81) Overall All MSA (%) By disability type (% 2019 only) Net satisfied Net satisfied Net satisfied 87 86 86 satisfaction of 87 90 88 disabled visitors 54 50 48
32 36 37 53 57 63 Mobility Sensory Cognitive/learning /mental health Age (%)
88 92 92 94 87 85 88 89 34 32 L 27 o 50 w 58 65 52 59 75 52 59 8 4 8 b 5 4 3 1 2 1 a 38 2019 2018 2017 s 34 28 35 33 28 30 17 e Very satisfied Fairly satisfied 2019 2018 2017 2019 2018 2017 2019 2018 2017 Neither/nor Fairly dissatisfied 18 to 34 35 to 54 55+ Very dissatisfied
Q7 Overall, how satisfied are you with your experience at these Motorway services today? 49 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 How well MSAs All MSA (%) By disability type (% 2019 only) 72 65 72 % well % well % well catered for users’ 71 70 82 impairments 30 14 29 29 51 37 39 42 43
Mobility Sensory Cognitive/learning /mental health 42 Age (%) 32
43 70 73 71 66 82 71 71 81 L 14 18 o 31 41 w 9 38 38 35 27 11 7 36 6 b 41 4 5 3 a 39 44 2019 2018 2017 32 s 36 43 35 43 e 25
Very well Quite well Neither/nor 2019 2018 2017 2019 2018 2017 2019 2018 2017 18 to 34 35 to 54 55+ Fairly poorly Very poorly
Q26. How well do you think these Services catered for that impairment? Base (2019, 2018, 2017): Overall MSA (742/541/467), 50 18-34 (51/60/37), 35-54 (162/143/134), 55+ (527/332/293), Mobility 589, Sensory 66, Cognitive/learning/mental health 85 Toilets – all MSAs (%) Spontaneous Visitors who are 69% of disabled visitors used (2019) comments
“There were only 2 disabled toilets disabled [3] Fairly good Very good available and one was out of order” % good Leisure, Roadchef Number available 2019 23 68 91 “I couldn't find the disabled toilets at first until we were given a key after asking. Then we 2018 27 65 92 queued to use them as there are only two” Leisure, Moto 2017 27 66 93
“The disabled facilities could be improved by having a disabled toilet with a ramp at both ends Cleanliness of the building. And the steps are ancient” 2019 26 62 88 Leisure, Moto 2018 26 62 88 “ There are not enough disabled toilets. 2017 28 60 89 Also, the baby changing needs to be separate from the disabled toilets. There was a long queue” Leisure, Extra Quality of fixtures 2019 30 52 82 “ There needs to be more care and consideration for disabled people, door 2018 30 49 80 access to the main building, radar keys for the toilets and better positioning of 2017 31 50 82 disabled parking spaces” Commuter, Welcome Break
Q16. You said that you [insert relevant attribute set}. Please rate using the scale below Base (2019/2018/2017): All MSAs (526/440/417) 51 View on revisiting & spontaneous MSA comments
52 All MSAs – total (%) * net of ‘more likely’ subtract ‘less likely.
2019 2018 4 4 View on All MSAs – by visitor type 31 29 *Net *Net 2019 2018 revisiting likely likely 27 25
66 66 Leisure * net likely
4 65 31 20 More likely to choose over another nearby No more or less likely 4 64 32 23 Less likely to choose over another nearby *net likely (%) Business 2019 4 61 35 31 3 68 29 21 2018 2 84 14 13 5 71 25 19 2019 2 57 41 38 2018 2 68 30 29 Commuter 36 2019 4 71 25 21 2 61 37 14 2018 5 67 28 23 3 69 27 2019 3 60 37 33 Professional 2018 4 65 31 27 4 68 28 19 2019 4 70 25 21 5 70 25 14 2018 4 71 25 21 2019 17 82 82 2018 3 24 73 70
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), 53 Westmorland (466/360). Leisure (7,275/6.261), Business (2,494/1,749), Commuter (586/634), Professional (1,254/982). Net of ‘more likely’ subtract ‘less likely to choose that MSA over one nearby Motorway Motorway Motorway Motorway Motorway 2019 2018 2019 2018 2019 2018 2019 2018 2019 2018 service area service area service area service area service Area Baldock View on 35 30 Durham 23 18 Lancaster NB 17 6 Reading WB 37 57 Tebay SB 82 61 Beaconsfield 32 35 Lancaster SB 16 10 Exeter 40 35 Rivington NB 21 17 Telford 25 16 Birch EB 14 9 Leicester Forest E NB 13 7 revisiting by Ferrybridge 15 25 Rivington SB 41 8 Thurrock 18 9 Birch WB 37 11 Leicester Forest E SB Fleet NB 16 5 Tibshelf NB 1 47 Rownhams NB 4 12 14 38 Birchanger Green 27 16 Leigh Delamere EB 34 23 Fleet SB 10 35 Tibshelf SB 13 17 Blackburn with Rownhams SB 20 26 MSA 60 2 Leigh Delamere WB 25 15 Darwen Frankley NB 21 58 Toddington NB 27 1 Sandbach NB 34 23 Blyth 4 31 London Gateway 27 13 Frankley SB 23 7 Toddington SB 41 -3 Sandbach SB 38 21 Bridgwater 25 12 Maidstone 22 10 Gloucester NB 89 84 Trowell NB 5 18 Burton-in-Kendal 13 28 Medway EB 32 34 Sedgemoor NB 20 30 Gloucester SB 73 78 Trowell SB 8 31 Burtonwood 1 19 Medway WB 12 20 Sedgemoor SB 43 38 Gordano 14 28 Warwick NB 50 25 Charnock Richard NB 9 19 Membury EB 6 12 Severn View 2 20 Hartshead M EB 5 8 Warwick SB 58 28 Charnock Richard SB 28 14 Membury WB 10 5 South Mimms 63 14 Hartshead M WB 5 13 Washington NB 15 19 Cherwell Valley 22 40 Michaelwood NB 27 13 Southwaite NB 14 30 Heston EB 43 33 Washington SB 29 17 Chester 50 44 Michaelwood SB 4 29 Southwaite SB 5 5 Heston WB 50 49 Watford Gap NB 20 21 Chieveley 10 12 Newport Pagnell NB 27 8 Stafford NB 24 14 Hilton Park NB 10 19 Watford Gap SB Clacket Lane EB 19 18 Newport Pagnell SB 34 13 34 20 Stafford SB 41 40 Hilton Park SB 12 2 Wetherby Clacket Lane WB 31 41 Northampton NB 73 27 36 4 Strensham NB Hopwood Park 39 37 22 4 Winchester NB Cobham 44 30 Northampton SB 75 32 11 26 Keele NB Strensham SB 32 23 Corley NB 20 55 13 9 Norton Canes 72 71 Winchester SB 32 13 Tamworth 15 87 Corley SB 23 34 Keele SB 8 7 Oxford 40 33 Woodall NB 7 33 Cullompton 19 32 Killington Lake 14 29 Pease Pottage 7 4 Taunton D NB 52 27 Woodall SB 22 17 Doncaster North 40 57 Knutsford NB 7 0 Peterborough 40 42 Taunton D SB 25 24 Woolley E NB 1 13 Donington Park 29 53 Knutsford SB 10 14 Reading EB 36 39 Tebay NB 84 57 Woolley E SB 17 44
Euro Garages Extra Moto Roadchef Welcome Break Westmorland 54 Q18. Were you to make a similar journey to today, will your experience today make you…? “There's loads of space and friendly staff” Positive Leisure, Euro Garages “It’s excellent friendly service “We are so familiar with Moto it and there’s plenty of food” was like I was coming home. I felt Professional, Extra comments confident and secure coming in” Leisure, Moto around MSAs “It’s very well run. Clean toilets, friendly staff and a good ambience” Leisure, Welcome Break “There’s something to suit all types of people. It’s very clean. The staff are always around clearing tables” “There’s a good selection Leisure, Roadchef of foods. Good alternatives , nice healthy options and burgers if people want them” Leisure, Roadchef “It’s a nice touch to have fresh flowers in the toilets and they also “ It’s so different from other smelled very nice” services. Clean and friendly with Business, Moto excellent food” Leisure, Westmorland “The food outlets are great, and I like the way the building blends into the landscape” Business, Westmorland
Q17. What would you like to tell those who run these Motorway Services? This could be something you liked or disliked, 55 something that could be improved or something that you wanted but couldn’t find. Proportion of the topics of comments made (%)
Comments Topic mentioned negatively Topic mentioned positively about the MSAs 10 Main building (except toilets) 7 14 Expand 'food to eat in' range 3 Toilets cleanliness/ order of fixtures/ 11 maintenance 2
12 Price/value for goods/retail/fuel/other 0
9 Views on whole MSA building 3
4 Restaurant/shop staff 4
6 New services/ facilities wanted/ suggested 1
6 Features within car park 0
6 External issues with services 0
5 Price/value for money of meals 0 OK as it is (%) 4 Large issues with parking 0 17
2 Food eaten or brand itself 2 Had nothing to say (%) 3 HGV parking 0 29
2 Expand ‘retail’ offering- brands/ product groups 1
1 HGV Specific facilities in main building 0
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. 56 Base: All MSAs (6,214) Main building Expand 'food to eat in' Toilets cleanliness/ order (except toilets) range of fixtures/ maintenance Comments “It needs more variety in terms of food “We used the family room for nappies and it “When the doors are open in cold items. You don't always necessarily want about the MSAs wasn't very clean, it was old and grotty” weather it can get cold inside. So McDonald’s or a bar of chocolate” Leisure, Moto both doors should not be open at Business, Roadchef the same time” Commuter, Extra “The toilets could be given a refurbish. They are just old and tired. “More seating is needed, but “Please provide a wider selection of But the amount of retail outlets here when it’s busy they do keep it very food. More healthy options and less is good.” pleasant. Also Starbucks is too fast food” Leisure, Moto expensive” Professional, Moto Professional, Welcome Break “The showers need better lighting and “There should be a food outlet a cleaner floor. There is also a lack of “The balcony as you leave the room where you can buy healthy eating coat hooks and it’s rather expensive to smells from the cooking like burnt options with your coffee!” park over night” food. Also the disabled parking Business, Moto Professional, Extra should be closer to the door ” Leisure, Moto
“The food choices could be “The ladies toilets were fine but my improved for hungry travellers. And husband says the men's toilets are “It's cold in here it makes me feel tired better value for money would bring filthy. Behind the taps, the cubicle and not want to stay long. I would also more bums on seats” doors and the floors all need a good like more healthy food options like Business, Roadchef clean. We stop here a lot and bagels” although the toilets have been Leisure, Welcome Break refurbished the cleanliness has deteriorated” Leisure, Moto
Q.17 What would you like to tell those who run these Motorway Services? This could be something you liked or disliked, 57 something that could be improved or something that you wanted but couldn’t find. All MSA users
30 23 19 14 Factors 6 3 3 3 influencing overall Impressions Food and Toilets Access car Food and drink Did some HGV specific Sat down for a of building drink bought park* bought to eat food/ grocery rest of have own satisfaction to eat in MSA* in car* shopping* food/drink*
Food/drinks quality 6% Impression of building inside 18% Quality of the toilet area 7% Impression of building outside 12% Food/drinks range 5% Cleanliness of toilet facilities 6%
Cleanliness of table 3% Walk from car to building 4% Number of toilets available 6%
The value for money 3% Road surface quality in MSA 3% Food/drinks range 2%
Friendliness/helpfulness of the staff 2% Safety of leaving vehicle 3% Value for money 2%
Speed of service 2% Layout of parking area 2% Speed of service 1%
Enough space/seating being available 1% Clarity of approach signs 1% Friendliness/helpfulness of staff 1%
Getting from slip road to parked 1% Facilities here for relaxing/socialising 1% Suitable area for relaxing 1% Value for money of the parking 1% Speed of service 1% Pleasant rest/eating area 1% Rest/sleep in your vehicle 1% Range of items in the shop 1% Cleanliness of table 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 reason Based on full satisfaction scale – all who have done each (n=7,772-393). 58 R squared = 44% All MSA users Top 6 key drivers Satisfaction with the key drivers Prioritising (% driving satisfaction) % good improvement 2019 2018 Impression of 18 83 83 (ratings vs. building interior 1. importance) Impression of building interior 12 Impression of 79 building exterior 80 2. Impression of building exterior 7 82 Quality of toilet area 81 3. Quality of toilet area Cleanliness of toilet 6 89 facilities 89 4. Cleanliness of toilet facilities 6 93 Number of toilets available 92 5. Number of toilets available 6 91 The quality of the food/ 91 6. drinks
The quality of the food/drinks
Based on full satisfaction scale – all who have done each (n=7,772-393). 59 R squared = 44% HGV users only 31 28 19 Factors 8 6 5 2 2 influencing overall HGV specific Impressions of Access car Toilets Food and drink Food and drink Did some Sat down for a building park* bought to eat bought to eat in food/ grocery rest of have own satisfaction in MSA* car* shopping* food/drink*
Safety of leaving vehicle 7% Facilities here for relaxing/socialising 7% Food/drinks range 2% Walk from car to building 4% Rest/sleep in your vehicle 7% Food/drinks quality 2% Layout of parking area 3% Value for money of the parking 6% Cleanliness of table 1% Road surface quality in MSA 3% HGV parking spaces available 4% Friendliness/helpfulness of the staff 1% Clarity of approach signs 1% Number of showers available 4% Quality of the toilet area 3% Value for money 3% Cleanliness of the shower area 3% Cleanliness of toilet facilities 2% Food/drinks range 1%
Impression of building inside 15% Speed of service 1% Number of toilets available 2%
Impression of building outside 13% Area for relaxing 1% Range of items 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 reason Based on full satisfaction scale – all who have done each (n=1,044-393). 60 R squared = 45% Appendix
61 Motorway Service Area 2019 2018 2017 Motorway Service Area 2019 2018 2017 Motorway Service Area 2019 2018 2017 Number of Baldock 128 81 81 Durham 113 80 109 Lancaster SB 111 87 80 Beaconsfield 108 80 75 Exeter 138 93 87 Leicester Forest East NB 89 72 71 Birch EB 88 89 82 Ferrybridge 100 83 70 Leicester Forest East SB 90 82 82 responses per Birch WB 97 89 86 Fleet NB 112 91 115 Leigh Delamere EB 121 93 78 Birchanger Green 123 83 80 Fleet SB 113 101 40 Leigh Delamere WB 107 91 88 MSA in each Blackburn with Darwen 104 81 72 Frankley NB 96 91 83 London Gateway 114 80 68 Blyth 112 84 73 Frankley SB 91 90 85 Maidstone 92 92 58 survey year Bridgwater 91 94 77 Gloucester NB 122 93 76 Medway EB 101 100 60 Burton-in-Kendal 122 78 79 Gloucester SB 132 90 87 Medway WB 111 70 51 Burtonwood 97 85 61 Gordano 93 93 75 Membury EB 105 86 71 Charnock Richard NB 103 91 77 Hartshead Moor EB 104 76 67 Membury WB 105 79 81 Charnock Richard SB 100 87 84 Hartshead Moor WB 111 76 89 Michaelwood NB 104 85 82 Cherwell Valley 87 80 83 Heston EB 120 102 69 Michaelwood SB 92 90 86 Chester 98 93 81 Heston WB 113 79 68 Newport Pagnell NB 114 89 76 Chieveley 90 95 81 Hilton Park NB 102 85 80 Newport Pagnell SB 103 84 75 Clacket Lane EB 107 92 57 Hilton Park SB 86 82 78 Northampton NB 103 90 75 Clacket Lane WB 101 90 66 Hopwood Park 94 79 80 Northampton SB 99 90 81 Cobham 120 86 78 Keele NB 87 90 75 Norton Canes 93 83 80 Corley NB 95 86 79 Keele SB 90 81 74 Oxford 119 92 68 Corley SB 110 90 80 Killington Lake 111 83 81 Pease Pottage 115 80 74 Cullompton 96 84 63 Knutsford NB 104 85 87 Peterborough 91 104 84 Doncaster North 127 89 71 Knutsford SB 104 91 77 Reading EB 120 92 83 Donington Park 95 78 81 Lancaster NB 101 81 71 Reading WB 119 90 82
Euro Garages Extra Moto Roadchef Welcome Break Westmorland 62 Motorway Service Area 2019 2018 2017 Motorway Service Area 2019 2018 2017 Rivington NB 95 86 72 Telford 88 90 80 Number of Total number of Rivington SB 91 90 78 Thurrock 98 85 74 survey responses responses per Rownhams NB 98 84 79 Tibshelf NB 114 85 79 Rownhams SB 94 82 83 Tibshelf SB 104 82 67 2019 2018 2017 Sandbach NB 103 91 90 Toddington NB 113 87 80 11,609 9,626 8,623 MSA in each Sandbach SB 98 77 68 Toddington SB 91 94 83 Sedgemoor NB 113 96 86 Trowell NB 111 87 87 survey year Sedgemoor SB 122 98 90 Trowell SB 105 85 83 Average number of survey Severn View 92 93 59 Warwick NB 102 92 80 responses per MSA South Mimms 107 79 82 Warwick SB 113 87 79 2019 2018 2017 Southwaite NB 111 87 70 Washington NB 92 86 88 105 87 77 Southwaite SB 106 81 90 Washington SB 93 82 94 Stafford NB 87 87 92 Watford Gap NB 90 85 74 Stafford SB 106 90 60 Watford Gap SB 98 79 71 Strensham NB 116 92 80 Wetherby 102 90 81 Strensham SB 113 90 80 Winchester NB 102 74 79 Tamworth 105 91 80 Winchester SB 114 77 72 Taunton Deane NB 112 93 94 Woodall NB 104 83 75 Taunton Deane SB 133 85 84 Woodall SB 100 92 73 Tebay NB 101 90 90 Woolley Edge NB 98 88 56 Tebay SB 111 87 87 Woolley Edge SB 109 86 70
Euro Garages Extra Moto Roadchef Welcome Break Westmorland 63 Quality/ accreditation (ISO, etc)
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.
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