Listened to the customer. A great set up, reception, cafe kiosk, light and airy surroundings. Customer service was prominent for most staff. A different well thought out handover process. Much better than your rivals. Proactive Communication could be improved so that the customer doesn’t have to wait and chase on progress updates or to chase up work requests. Does the email handover work or should there be a task tool for communicating customer actions between Peter Vardy colleagues and other garages? There should be a survey question on what improvements can be made which can only help you.