Motorway service area operator Extra MSA achieved outstanding customer satisfaction results in the latest Transport Focus Motorway Services User Survey, with 96% of visitors satisfied overall with their experience across its network of eight sites. The result maintains Extra MSA’s position as one of the UK’s highest-rated motorway service operators and matches its scores from 2022 and 2023.
The survey was launched on Wednesday at an industry-wide event at Rotherham where representatives from each motorway services operator, such as Welcome Break, Moto and Roadchef, came together to discuss the findings. Transport Focus is an independent watchdog, sponsored by the Department for Transport, focused on collecting data from thousands of transport users and using the insights to influence decision-makers and improve journeys for everyone.
The survey also revealed that Leeds Skelton Lake Services is Extra MSA’s highest-rated location, achieving an exceptional 98% overall satisfaction score and placing it among the most popular pitstops in the country. This was closely followed by strong-performing sites, such as Cobham, Baldock and Blackburn, all scoring 96%.
The findings also reinforced Extra MSA as one of the leading operators for customer experience, with 93% of visitors rating staff friendliness and helpfulness as good. Visitors also appreciated the range of facilities available (88%), especially its EV chargers (83%) for their quantity, availability and power output.
Extra MSA outperformed the national motorway services average for speed on eat-in food and drink purchases, with 96% rating it positively compared with 94% nationally. Food and drink remain a key driver of visits, as more than a third of surveyed customers stopped primarily for refreshments, and 60% purchased food or drink to enjoy on site.
Tom Dobson, CEO at Extra MSA Group, said: “We’re delighted to have maintained an overall satisfaction score of 96% since the first survey in 2022. It’s rewarding to see customers recognising our investment in high-quality, inclusive facilities, an unmatched line-up of food and drink brands, and innovative EV fast-charging amenities. We’re especially proud of our site teams, who go the Extra mile to keep our facilities clean, deliver speedy service and create a warm, welcoming space where everyone can unwind.”
To find out more about Extra MSA, visit: https://extraservices.co.uk/.
