Moto responds as Lancaster named one of lowest rated motorway services

A study by family holiday specialist Ski Famille analysed ratings for 97 motorway service areas across the UK and found that Moto’s Southwaite Services and Lancaster Services were among the poorer-performing sites.

Southwaite Services, on the M6 in Cumbria, narrowly avoided appearing in the UK’s 10 lowest-rated service areas, receiving an average score of 3.71 stars from 11,455 Google reviews.

Meanwhile, Lancaster Services was ranked as the sixth-lowest rated motorway service station in the UK, with an average rating of 3.65 stars from 12,798 review.

The findings were published as part of a wider ranking which also saw Cumbria’s Tebay Services and Killington Lake Services named among the country’s top 10 best-rated motorway stops.

Tebay had an average of 4.34 stars from more than 39,000 reviews, and Killington Lake Services had average rating of 4.22 stars from 4,640 reviews.

Responding to the results, a spokesperson for Moto said customer experience remains a priority for the company and argued that other research paints a more positive picture.

A Moto spokesperson said: “A great customer experience is hugely important to us and we continually listen to feedback to understand where we can make improvements across our sites.

“While this particular ranking is based on publicly submitted Google reviews, which can vary considerably in volume and over time between individual locations, broader independent customer research provides a different picture.

“The in-depth Transport Focus Motorway Services User Survey found that 94 per cent of respondents were either satisfied or fairly satisfied with their experience at Moto sites.

“We nevertheless take every piece of customer feedback seriously and will continue investing in our facilities and working with our teams to give motorists the best possible experience when they stop with us.”

The original ranking was compiled using Google review scores from motorway service stations across the UK, with separate ratings combined where sites had different scores for each side of the motorway.

The UK’s 10 lowest-rated motorway services, according to the study

1. Bridgwater (Moto), M5, Somerset: 3.05 stars from 9,994 reviews
2. Leeming Bar (Moto), A1(M), North Yorkshire: 3.26 stars from 2,151 reviews
3. Severn View (Moto), M48, South Gloucestershire: 3.60 stars from 2,252 reviews
4. Bothwell (Roadchef), M74, South Lanarkshire: 3.63 stars from 1,257 reviews
5. Frankley (Moto), M5, Worcestershire: 3.64 stars from 9,466 reviews
6. Lancaster (Moto), M6, Lancashire: 3.65 stars from 12,798 reviews
7. Gordano (Welcome Break), M5, North Somerset: 3.66 stars from 9,218 reviews
8. Sedgemoor Northbound (Welcome Break), M5, Somerset: 3.68 stars from 4,994 reviews
9. Scotch Corner (Moto), A1(M), North Yorkshire: 3.71 stars from 6,599 reviews
10. Knutsford (Moto), M6, Cheshire: 3.71 stars from 10,500 reviews