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 compares positively. I like the showroom. I like Allison because she is obviously an expert at kitchens. I can’t be an expert in all areas. I appreciate her suggestions and guiding us in the right direction.”

Nicole, Nido Interiors, NW Calgary, Jan/17

“Legacy Kitchens made the renovation easy to deal with. There is a lot that goes into a project like this. It can be a stressful situation and Legacy definitely made it easier by helping with ideas, options and setting it up. Legacy made it stress free.”

Kim D, Gem, AB, Oct/16

“Legacy basically takes ownership of the kitchen design and construction which eliminates any concerns for the builder. They do a job and they do it well. Legacy makes my job easier.”

Jim P, Maximus General Contracting Ltd, Calgary Dec/15


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

“I’d recommend Legacy Kitchens because the whole experience was very positive, from the time we walked into the showroom, to signing on the dotted line, to commencing the renovation when they said they would. We were totally happy with the outcome. There were no surprises. Legacy cared about whether we were happy with the finished result.”

Kathy S, NW Calgary, Jan/17

“I’d recommend Legacy Kitchens because of the level of professionalism. They meant what they said and said what they meant. The followed through and the quality of the cabinets was excellent. Legacy stayed on budget. The company had to deal with a lot at that time. Legacy pulled through for us and that shows an extremely high level of professionalism.”

Annabelle S, SE Calgary, Nov/16

“We have already recommended Legacy to others. I feel that the scheduling really helps. I liked having the calendar of dates with the trades. I liked that the Installer cleaned up the mess every night. It made our place more livable and we could still feel at home during the renovation. We are beyond happy with everything. There is not one thing I would have done differently.”

Tina G, NW Calgary, Jan/16


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

“Legacy Kitchens’ Designer, Jay-Dean, was fantastic. She would listen to all of our questions and would be honest in a gentle way. I was very comfortable with Jay-Dean. She was very knowledgeable about what choices were available to us. Jay-Dean was very helpful to achieving our vision of our kitchen.”

Ellen V, SE Calgary, Jan/17

“Paul with Legacy Kitchens was amazing, we totally enjoyed working with him. Everything he said was exactly the way it was. Paul was very clear about the Project Agreement. Paul did a friend’s place 20 years ago and they recommended Paul even after all this time has passed.”

Linda P, Calgary, Dec/16

“Legacy has probably one of the best kitchen designers in the City of Calgary, if not the best. A friend of ours who is an Interior Designer recommended him. He transformed our kitchen. It’s absolutely perfect.”

Dan M, NW Calgary, Dec/15


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

“Legacy Kitchens provides better customer service, quality and installation at the same price or a better price than other cabinet suppliers.”

Colin, Elevated Developments Inc., SW Calgary, Jan/17

“I valued Legacy Kitchens’ professionalism and value for money, not that it was cheap. I was swayed from their competitor when I compared the cabinets and the features on cabinets that were very similar. The price differential was enormous. That made me feel that Legacy was very good value.”

Glen H, SW Calgary, Nov/16

“Our typical experience with Contractors is that the jobs are over budget, behind schedule and the quality is poor. But with Legacy Kitchen it was the opposite. Our kitchen renovation was on budget, on schedule and the quality was great.”

J O’Donnell, NW Calgary, Feb/15


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 schedule by Legacy Kitchens was awesome. It was really helpful as a day by day thing and they kept to it which was amazing. It was also a huge help for our planning and knowing who would be in and out of the house. In the middle of the project, I think May took vacation. One day I got an ‘out of office’ notice and the other person got back to me before I contacted them. The back up systems were excellent.”

Janet H, NW Calgary, Oct/16

“Legacy Kitchens’ Coordinator, May, was lovely, fabulous, so accommodating and upbeat. I couldn’t have asked for a better experience with a renovation.”

Judy S, NE Calgary, Apr/16

“Legacy’s Coordinator was very responsive and helpful. We had a couple of instances where we needed minor changes to facilitate work done by other trades. The Coordinator was ‘right on the ball’ in assisting us.”

Gerry F, NW Calgary, Sep/15


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 Cabinet Solutions responds to project issues.

Click the link to Read more client stories

WHAT CUSTOMERS SAY

“We only had one issue and Legacy Kitchens resolved it. The profile on the countertop was wrong and they gave us a credit to resolve this issue. They helped us with everything from beginning to end.”

Lori B, SW Calgary, Jan/17

“Everyone at Legacy Kitchens was friendly, the project was on time and the quality was top notch. One door was dented and Ryan, Legacy’s Service Technician fixed it right away. There was a slight mix up on the cutlery drawer and Susan, the Designer, ordered it right away. The final price was what we expected it to be.”

Jerad D, NW Calgary, Dec/16

“At the walk through, even though we didn’t ask about a small issue, Ryan, Legacy’s Project Manager said that it was not right and needed to be fixed. We really appreciated that Ryan wanted things to be right, and wasn’t depending on us to point things out.”

Marina B, NW Calgary, Mar/16


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

“Overall, we are extremely happy. Legacy Kitchens did a good job. The quality of the workmanship, the cabinets, and the Installer were absolutely amazing.”

Jerry V, NW Calgary, Jan/17

“Absolutely, Juraj, Legacy Kitchens’ Installer, demonstrated quality, craftsmanship & pride in his work. Juraj was awesome and does awesome work. He was super fast.”

Joyce M, NE Calgary, Dec/16

“The Installer with Legacy Kitchens is efficient. He gets to it and he is effective and collaborative. I was very impressed with him. He works with precision and knows what he is doing. Legacy’s Installer is truly a professional.”

Linda W, NW Calgary, Dec/15