Legacy Kitchens Design Group, Calgary
Measurement in business is critical for success. It’s a way to keep score, to understand where you currently are and where you need to go. Income statements and balance sheets are important financial measurements and every business needs to know those basics. You also need to measure the items that are critical to quality as determined by your customer. These can be metrics that measure your lead time, your costs and your quality.
Client Insight has been extremely helpful to us in determining our quality in the eyes of our customer which is of course the only place that quality can be determined. The long term measurement of Client Satisfaction helps us determine where our processes are failing and need to be improved. It also assists us in determining which solutions actually work as the results for the change show up in the metrics. Customer Loyalty drives referrals, which is where a significant amount of Legacy Kitchen’s business comes from and is a key to our success.
Stephen Buller, VP Operations
Read Customer Feedback about Legacy Kitchen's - the Customer Story.