"Motorway Services User Survey 2020"

At Cross Country Carriers, as well as customer satisfaction, driver satisfaction is also very important to us. We want our drivers to be getting the most out of the motorway services they use, as this can have a massive impact on their work and wellbeing.

Now we have entered the New Year, we wanted to take a look at the Transport Focus’s Motorway Services User Survey from 2020.

What is the Transport Focus’s Motorway Services User Survey?

For the fourth year running, Transport Focus’s Motorway Services User Survey measures customer satisfaction across all of England’s 112 motorway service areas (MSAs), assessing results to implement improvements.

Focusing on the interests of users of motorways and major ‘A’ roads, known as the Strategic Road Network (SRN), the Motorway Services User Survey tracks how well the MSAs are meeting their needs.

Results of the Motorway Services User Survey 2020

Overall Satisfaction of SRN Users

2020 saw an increase in overall satisfaction compared to the previous year. 93% of the 9800 visitors that were surveyed were satisfied, in contrast to 90% in 2019; this is the highest satisfaction percentage since the survey originally began.

Looking at professional drivers, they also saw an increase in overall satisfaction compared to 2019. With 83% satisfaction in the previous year, 2020 saw an increase to 89%. This is a great sign that the essential stops our drivers need to make are satisfactory and pleasant.

General Mood Improvement

Another, more specified factor the Motorway Services User Survey covers is the change in mood. Visitors are asked how they felt when they arrived at the services and how they felt when they left, which ultimately describes how the rest stop affects the users.

27% of the visitors arrived feeling tired, frustrated or stressed and 52% were feeling happy and relaxed. After the experience at the MSA, the overall percentage for feeling happy and relaxed increased up to 85%. This positive mood change is an indicator of how important these services are for users.

Evaluation of MSA Facilities

In this case, we will be focusing on the HGV facilities and the feedback from professional drivers. The relaxation and social facilities were rated at 66% satisfaction and the ease to sleep or eat was rated at 71% which are both positive results. This is one of the most important factors for taking these breaks and it’s great to see MSAs delivering.

Cross Country Carriers’ Thoughts on Results

It’s clear to see that Motorway Service Areas are good at doing their most important safety function: allowing drivers to rest and relax before getting back on the road.

It is important to us to ensure our drivers take the right amount of break, so their journey is as safe as possible. As well as this, it is also important to us that their break enhances and betters their journey.

If you have any questions or would like more information, please don’t hesitate in contacting us today.