THE operator of an M5 stop in Somerset that was recently named the worst has said they take every piece of customer feedback seriously and will continue investing in their facilities.
In a new list published by Ski Famille, who analysed Google ratings for service areas ahead of the October half-term break, the Bridgwater Moto site places number one.
The services at Junction 24 were named the lowest-rated motorway service on Google, averaging just 3.05 stars from 9,994 reviews, with one in five users awarding it one star.
Bridgwater was also the lowest-scoring service area in the latest Which? survey of motorway services.
In response to this, a Moto spokesperson reaffirmed how important a good customer experience is to their team.
They also said that despite being named the worst in the new publication by Ski Famille, the in-depth Transport Focus Motorway Services User Survey found that 88 per cent of visitors experienced overall satisfaction.
The survey, published in 2023, ranked the service 117th out of 120 with a 98 per cent satisfaction rate with the toilets.
For the survey, Transport Focus spoke to over 30,000 visitors to find out how satisfied they were with their overall experience, how good or poor the facilities were, and how drivers’ moods changed between arrival and departure.
The spokesperson for Moto summarised by saying they take every piece of feedback seriously and will continue investing in their facilities and teams to give motorists the best possible experience.
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The 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.”
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