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.


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

“I’m super impressed with the kitchen. I love it! There were a few snags along the way that we had to deal with. Legacy Kitchens was good in getting around that and offering suggestions. Everything went off well. The quality is super. I value that I have a better understanding of renovations and how smoothly they can go.”

Kathy B, SE Calgary, May/18

“The quality of the product and the work was great, but I think it was the people that I valued the most from working with Legacy Kitchens. James and Kim knew what we wanted and they did the work the way we wanted it done.”

Franca T, NW Calgary, Apr/18

“If I had to pick one thing that I valued the most about Legacy Kitchens, was that the service was fabulous, from Kim, the Designer, and right through to the service follow-up.”

Guido B, NE Calgary, AB Feb/18


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.

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WHAT CUSTOMERS SAY

“Legacy Kitchens’ Project Manager, John and their Service Tech, Dan, were good about resolving the service issues. They understood that one of the faces on the cabinets wasn’t up to standard. They worked out a new design for the shelving and manually made up a piece.”

Andrew M, SW Calgary, May/18

“Kudos to Annette, James, Steve and Rick at Legacy Kitchens. I have nothing but accolades. We had a problem with a glass piece in a door and the door was a millimeter and a half longer than the door beside it. Legacy replaced it and not once did they make me feel uncomfortable for doing that. I pushed Legacy and they came through every day.”

Tony, SIXTY3 Developments Inc. SW Calgary, Apr/18

“I realize that nothing is perfect and on any project, something will inevitably go wrong. Legacy Kitchens did a good job and handled it with no questions. A few doors came incorrectly, they didn’t hesitate to reorder new ones. I had issues with the ceiling but Legacy took care to fix it. I felt they did quality work and they delivered what they said they would.”

Cheryl W, SE Calgary, AB Mar/18


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.

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WHAT CUSTOMERS SAY

“I’ve never run into a company who is so responsible as Legacy Kitchens. Just the fact that they showed up on time, were always in contact and were easy to get a hold of set them apart. The first day, all the trades came to our home. It was really an amazing experience. Dan, their Service Tech was here, and Brian, the Installer and Derek, the electrician as well. They listened to what we wanted, they provided alternatives and we discussed what could be done and not done.”

Laureen M, NW Calgary, May/18

“It’s everything about Legacy Kitchens that is impressive. I’ve worked with other builders and other kitchen companies.The colour of the cabinets is exactly what we ordered and they take responsibility for ensuring everything is right. You cannot beat Legacy’s post installation customer care.”

Andrea, Andrea Hasanagic Design, SW Calgary, Apr/18

“We had no issues with Legacy Kitchens. We would score Legacy Kitchens at 100%. They were professional, on time, and they did a great job. I would give the quality of product a 5+/5. We only had a few hiccups along the way and for a project of this size, that is surprising. Legacy had the people and the resources to deal with it quickly. Most of the issues had nothing to do with Legacy Kitchens.”

Sonja L, Chestermere, AB Mar/18


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.

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WHAT CUSTOMERS SAY

“I’m a Realtor and I’ve already recommended Legacy Kitchens. Legacy is reasonably priced, they are not the most expensive or cheapest. The cabinets are good quality and Canadian made. Legacy services everything really well. They are willing to admit when they’re not right and they will fix and repair any issues. Legacy is very accommodating and provides lots of choice.”

Shirley E, SW Calgary, May/18

“I’d have no trouble recommending Legacy Kitchens to neighbours and friends. They have a good product. We hear horror stories from people who have used other companies. Legacy has a timeline and they follow it. The job that Legacy did was on budget and very good. You can’t ask for more.”

Garry S, NW Calgary, Apr/18

“The biggest thing about Legacy Kitchens is how organized they were. They answered the phone right away. The scheduling was spot on. The project was done over a 6 week period and the scheduling was awesome. We added on a few things and tweaked a few things, so from a customer service perspective, Legacy was excellent.”

Dave S, SW Calgary Jan/18


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.

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WHAT CUSTOMERS SAY

“I felt Legacy Kitchens’ Designer, Jay-Dean, did a fabulous job. I really liked that she took her time with me. I changed my mind a lot and Jay-Dean was very patient with me. She wanted to make sure I was happy. Jay-Dean really cared a lot and wanted to find out what I needed and wanted.”

Margo H, NW Calgary, May/18

“Legacy Kitchens’ Designer, Kelly, was wonderful. We walked in and we hit it off right away. We talked and got everything sorted out. When Kelly came to the house, she listened to everything and put it all into the design. It’s exactly what I told her I wanted.”

Anne D, NW Calgary, Apr/18

“Paul is one of the best in the business. He is experienced, he is a great Designer, and he has good ideas for different situations. It’s the service from Legacy Kitchens that I value the most, particularly in the design process. Paul is great at what he does. He does on-site mark-outs that are the best I’ve seen.”

Danny R, Calgary, AB Feb/18


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

“Michael, with Legacy Kitchens, couldn’t have been better. He is a journeyman Swiss Cabinet Maker. When Michael was on-sight, I took a vacation day to watch him work. We couldn’t have gotten along better! I saw the difference between an Installer and a Cabinet Maker. He was amazing.”

Paul G, Canmore, AB May/18

“Anton, Legacy Kitchens’ Installer, was professional and he knew what he was doing. I explained what I was looking for and he got it and understood. I would outline what I wanted and when I got home it was exactly what I had asked for.”

Allen C, SW Calgary, AB Mar/18

“Legacy Kitchens’ Installer, Paul, was excellent. I was very impressed with his carpentry skills, his attention to detail and his preciseness. Our contractor was impressed with Paul’s conduct and the way he kept his tools tidy and clean.”

Bill W, NW Calgary, AB Feb/18