you are a company that seems serious about improving so here are some things I found dealing with you. 2 calls that were said to be have made to me I did not receive and had to call twice for an update on the car which is not really the customers job, so something slipped up there. Some of the men in the reception area look very grumpy and suspicious which is not what a customer wants to be received like. The Ladies were great and did a good job. I felt confident that my car would be fixed, but there needs to be a very clear communication at ALL stages of what costs are incurred in the process of fault finding, this aspect is crucial and needs tightening up. Your appointment reminder by text is useful, perhaps you can expand on this to give your customers progress updates, this would make them feel they were being looked after well, this is probably best as send only rather than have to reply that way.for intermediate updates. The fact you are open until 6pm is very important so customers can arrive after work. Most place close at 4pm. Having a toilet is good and a coffee machine is good, the staff love it too, the seating and table area can be improved, its a bit dark and formal. A bright outside light at the entrance might help also help as winter is upon us. Well that`s all I can think of so I hope this helps you.