Extra MSA has achieved a 96% overall customer satisfaction rating in the 2026 Transport Focus Motorway Services User Survey, placing the company joint first among the UK’s major motorway service operators alongside Moto Hospitality.
The result maintains Extra MSA’s satisfaction rating from the 2022 and 2023 surveys, reflecting consistent performance across its network of eight motorway service areas.
The independent survey, published on 10 November 2026, assessed customer experiences at 123 motorway service areas across Great Britain, gathering feedback from approximately 37,000 visitors.
Across all operators, overall satisfaction reached 95%, compared with 94% in 2023 and 93% in 2022.
Extra MSA and Moto Hospitality achieved the highest operator-wide satisfaction scores of 96%, followed by Welcome Break at 95% and Roadchef at 93%.
Within Extra MSA’s estate, Leeds Skelton Lake Services was the highest-rated location, achieving 98% overall customer satisfaction.
The result placed the Yorkshire motorway service area among the highest-rated locations nationally, with Cobham, Baldock and Blackburn also performing strongly, each achieving satisfaction scores of 96%.
The survey assessed several aspects of the customer experience, including staff helpfulness, food and drink, facilities and electric vehicle charging.
At Extra MSA, 93% of visitors rated staff friendliness and helpfulness positively, while 88% gave favourable ratings for the range of facilities available.
Electric vehicle charging provision also received positive feedback, with 83% of respondents rating aspects including the quantity, availability and power output of chargers favourably.
Food and beverage services were another area of performance, with Extra MSA achieving a 96% positive rating for the speed of eat-in food and drink purchases, compared with the national average of 94%.
Across the wider survey, food and drink continued to play an important role in customer visits, with more than a third of respondents identifying refreshments as their primary reason for stopping.
The research also found that 60% of visitors purchased food or drink to consume at the service area.
Tom Dobson, Chief Executive Officer of 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.”
The results follow continued development of Extra MSA’s food and beverage offering across its motorway services network.
Recent additions include wagamama restaurants at Beaconsfield and Cobham Services, operated in partnership with Areas UK, alongside the expansion of German Doner Kebab into Extra MSA locations.
The company has also continued developing electric vehicle charging facilities across its estate to support the changing requirements of motorists.
The Transport Focus survey provides an independent assessment of customer satisfaction across the motorway services sector, allowing operators to compare performance and identify areas requiring further improvement.
Although overall satisfaction remains high, the research identified continuing challenges across the wider industry, particularly around value for money, facilities for heavy goods vehicle drivers and accessibility.
For Extra MSA, the latest results indicate continued customer satisfaction across its network, with Leeds Skelton Lake leading the company’s individual site performance.
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