Legacy Kitchens Performance from a Customer’s Perspective

Legacy Kitchens is invested in creating positive experiences for their clients. To measure their performance Legacy has hired Client Insight Inc to have conversations with their clients. Our role is to be an unbiased third party and ask questions about the experience. Client Insight measures Legacy’s performance and provides both quantitative and qualitative reporting on an ongoing basis. The results below are compiled from more than 1,200 client interviews completed since 2010.

Legacy Kitchens uses these results to identify strengths and areas for improvement.

To review the results and see what their clients are saying about their kitchen renovation experience with Legacy Kitchens, use the links below. The research covers a variety of areas important to customers and provides insights into Legacy’s business practices and reputation.


Overall Impression Results

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The above Chart shows the results of Overall Impression questions asked of Legacy Kitchen’s clients for the two years ending July 31, 2016. For example, 99% of clients were satisfied with the quality of Legacy’s products.

Click the link to Read more client stories

WHAT CUSTOMERS SAY

“Legacy Kitchens’ staff are professional and courteous. It’s the finished product and the overall impression that I value. They have a nice selection and showroom. It’s a one stop shop for my clients. I need to offer high end cabinets. Quality and service are the two things that are really important to me. Legacy Kitchens stands behind their product.”

Dale, Fraser Homes Ltd, NW Calgary Nov/17

“Legacy Kitchens provides a solid plan to start with, a really good schedule and Legacy is on time and provides quality. Pass on a big thanks to everyone who worked so hard on this renovation.”

Taz and Richard, NW Calgary Nov/17

“It wasn’t a hard decision to use Legacy Kitchens. It went really well the last time. Legacy can stick to the budget and schedule, whereas with other Contractors it can drag out.”

Mike M, NW Calgary Nov/17


Why Clients Refer Legacy Kitchens to their Friends & Neighbors

Why Clients Refer Legacy Kitchens

Above are the top 7 reasons why clients refer their friends and neighbors to Legacy Kitchens. 35% of clients say it’s because of the Design or the Design experience.

Click the link to Read more client stories

WHAT CUSTOMERS SAY

“The product Legacy Kitchens used is durable and very high quality. Their Designer, Jennean, was super helpful. If I develop the basement, I’ll use Legacy Kitchens.”

Brian M, Millarville, AB Nov/17

“We recommend Legacy Kitchens to other people when we show them the kitchen. I like their attention to detail. They are on budget and on schedule. For example, I had to hire a flooring guy. The slot is on the schedule and it all works out. There are no surprises.”

Mike M, NW Calgary Nov/17

“I’d recommend Legacy Kitchens because of their professionalism and they kept to the timeline, even though there were changes. They are efficient and they do quality work.”

Monique T, SW Calgary Nov/17


Design Experience

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The above Chart shows the results of client’s Design experience with Legacy Kitchens for the two years ending July 31, 2016. For example, 96% of clients indicate that Legacy’s Designer clearly explained the cabinet features and options available. Click the link to Read more client stories

WHAT CUSTOMERS SAY

“We were thrilled with the final product and the amount of time that Rob, Legacy Kitchens’ Designer, took with my husband and me. Rob was so patient, he showed me different combinations of things. He really was so helpful and his tastes matched mine.”

Pat L, SE Calgary Nov/17

“I’d give Paul W, the Designer at Legacy Kitchens, a 5+/5 because he took a lot of time with measurements and observing how we used the kitchen and moved about the house. It was really cool. Paul is an excellent Designer.”

Taz and Richard, NW Calgary Nov/17

“Legacy Kitchens’ Designer, Mike B, was good! He came up with a great design and it came together nicely. He did a good job.”

Mike M, NW Calgary Nov/17


What Clients ‘Value The Most’ From Their Experience With Legacy Kitchens

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Above are the top 6 values that clients experience from Legacy with a new kitchen purchase. For example, 40% of clients value the ‘end result’ most. They are happy with the final installed product, the fact it is done and that they can enjoy it.

Click the link to Read more client stories

WHAT CUSTOMERS SAY

“We got the most value from the attention to detail provided by Paul W in the design. We structured the kitchen for large parties. There is good flow in the kitchen. Recently we had a party of 30 people and the kitchen worked beautifully. Everything was in the right place.”

Taz and Richard, NW Calgary Nov/17

“Everybody is gob smacked by my brand new kitchen and family room. I have an island and 4 chairs to sit at the island. I even have a drawer that isn’t full. Both of us are extremely pleased. The project with Legacy Kitchens all stayed within budget.”

Pat L, SE Calgary Nov/17

“I liked the straightforward and honest approach by Legacy Kitchens with good information that was organized and clear. When we were in the showroom, we were ‘sold’ and we appreciated Kim’s attention to us. The price seemed reasonable as it was comparable to others. The service looked to be good and Legacy was responsive to our schedule needs.”

Nancy V, SW Calgary Nov/17


Coordination Experience

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The above Chart shows the results of client’s experience with Legacy’s Coordinator over the two years ending July 31, 2016. For example, 96% of clients indicate that Legacy’s Coordinator returned telephone calls and emails in a timely manner.

Click the link to Read more client stories

WHAT CUSTOMERS SAY

“The Coordinator, May, was really good. We worked with her on our last schedule, as well. Legacy Kitchens stuck to the schedule.”

Mike M, NW Calgary Nov/17

“Legacy Kitchens is a very slick operation. The schedule provided gave me faith that a company can do what they say.”

Ann M, Cochrane, AB Nov/17

“The schedule and dealing with May, Legacy Kitchens’ Coordinator, was exceptional. May made it easy for us and she explained things very well. When May said something would happen, it did. We’ve done other renovations and we wished we had used Legacy before.”

Rick G, NW Calgary Nov/17


Response to Project Issues

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Issues often surface during projects where multi-trades and suppliers are involved. It is often not a question of if but rather when. Here are some of the stories that show how Legacy Kitchens responds to project issues.

Click the link to Read more client stories

WHAT CUSTOMERS SAY

“We have a spice rack in the island. It was put in backwards. The spices were facing away from the stove. So Legacy Kitchens sent Rick, their Service Technician to come to fix it. It took him hours. I thought they would send away for another spice rack, but he took it apart and re-did the whole thing.”

Pat L, SE Calgary Nov/17

“I had only two small issues. Legacy Kitchens was here right away to fix them. They were ahead of schedule. I’m very pleased with the cabinets, workmanship and everything that Legacy provided.”

Bob M, SE Calgary Nov/17

“It’s about trust and confidence. Legacy Kitchens did what they said. If they were running behind, they stayed late to keep the project on time.”

Rick G, NW Calgary Nov/17


Installation Experience

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The above Chart shows the results of the client’s experience with Legacy’s Cabinet Installer for the two years ending July 31, 2016. For example, 99% of clients indicate that Legacy’s Installer cleaned up the work area and tools before leaving each day.

Click the link to Read more client stories

WHAT CUSTOMERS SAY

“Paul S with Legacy Kitchens is the best Installer. He is easy to get along with. If there are any issues, he works around them. Paul is super clean and organized.”

Dale, Fraser Homes Ltd, NW Calgary Nov/17

“I like John, Legacy Kitchens’ Installer. He is easy going and very knowledgeable. He will explain the details well. I know the cabinets were installed properly and will last a long time.”

Mike M, NW Calgary Nov/17

“It’s the end product that I value. Legacy Kitchens did a great job between the design and installation.”

Brian M, Millarville, AB Nov/17