A comprehensive survey of 8,700 customers has revealed the best and worst motorway service stations in England, with the same company, Moto, operating at both extremes. Reading Services Westbound on the M4 topped the rankings with a perfect customer satisfaction score of 100%, while Heston Services Eastbound in west London languished at the bottom with just 62%.
Heston, which turns 50 next year, attracted scathing reviews from customers. One described it as "dirty, old and tired," while another called it the "worst motorway services I've ever been to." Toilets were condemned as "pretty rank," and one reviewer advised: "Keep going, you are nearly in London."
A Moto spokesman expressed disappointment, noting that the visit to Heston East occurred during building works. He added that Heston East is one of the smallest service areas and cannot provide the facilities of larger sites. The survey also highlighted Rownhams Services on the M27 in Southampton as among the worst, ranking 109th and 110th for northbound and southbound respectively.
AA president Edmund King remarked: "British drivers have a love/hate relationship with service areas. For some people, being able to get a decent, discounted coffee is all they ask for - and that might just enhance their safety." Transport Focus chief executive Anthony Smith noted that overall, motorway services provide a good experience, but operators must not rest on their laurels.
Transport Minister John Hayes commented: "Motorway services can and should be lovely places for drivers to enjoy - not just places they have to stop. Congratulations to those scoring the most highly. They show what can be done."
