Watchdog: HGV drivers’ satisfaction with roadside facilities ‘remains a key concern’

Transport Focus, the transport users’ watchdog, has released the findings of its latest survey of motorway service area (MSA) visitors, which shows that satisfaction with facilities among HGV drivers continues to trail behind that of the general public.

While 95 per cent of all MSA users were satisfied with their overall experience, professional and HGV driver satisfaction was lower at 90 per cent, and “the standout gap in the overall picture”, the report said.

According to the Net Promoter Score (NPS) which measures how likely visitors would be to recommend MSAs, HGV drivers again trailed the field, giving an NPS of +31, against an NPS for all visitors of +38. But the report acknowledged that HGV drivers were also the most improved group on this metric, by +7 points compared to 2022.

Satisfaction with toilet facilities was at 90 per cent for HGV drivers as opposed to 92 per cent for all visitors.

The report also found that facilities specific to HGV drivers “remain the weakest area by some distance”, with only 54 per cent reporting satisfaction with HGV parking capacity, 51 per cent with showers, and 42 per cent with the value of the parking package. In addition, professional and HGV drivers “consistently report lower satisfaction across road surfaces, parking layout and vehicle security”.

On the safety and security of vehicles, HGV drivers’ satisfaction rating was 68 per cent, significantly lower than that of all MSA visitors, at 86 per cent.

In its summary report, Transport Focus said that although the survey’s evidence was limited, and that MSA operator investment in sites “is happening across the sector”, HGV driver satisfaction “remains a key concern”.

“As such, we will be publishing more in-depth research detailing lorry drivers’ satisfaction levels and their experience of rest stops next month, and hope to support the industry to achieve improvements in this area.”

Commenting for the Road Haulage Association, senior public affairs lead Ashton Cull said: “Lower satisfaction levels among lorry drivers are no surprise to us, given the poor experiences we hear about from drivers up and down the country.

“Every trucker deserves access to high-quality facilities when they’re out on the road, but sadly that’s not always the case. Poorly maintained toilet and shower facilities, along with limited food choices, are regular complaints.

“A shortage of 11,000 safe and secure lorry parking spaces leaves truckers vulnerable to organised criminal gangs targeting fuel and cargo.

“This needs to change and it’s why we’re working with the industry, government and others to speed up efforts to close that gap and make sure drivers have somewhere they can park and rest safely, securely and with access to the basic amenities we all expect when working.”