Legrand & Qualtrics
Turning Customer Experience
Into a Group-Level Strategic Metric
Context
Legrand, a global leader in electrical and digital building infrastructures, operates across 80 countries with diverse markets and customer profiles.
With its strong market presence and ongoing commitment to innovation, Legrand recognized an exciting opportunity to further elevate the customer experience. Although previously operating with a product-centered approach, the organization saw tremendous potential in connecting local initiatives and harnessing the collective strengths of its teams worldwide. The launch of the Legrand CX program marked a pivotal step in this journey, bringing together varied levels of CX maturity into a unified, actionable platform. By adopting a shared customer journey, a consistent measurement framework, and a common CX methodology, Legrand empowered its leadership to align around strategic priorities and clearly demonstrate the value of experience investments at the Group level. Rather than simply gathering more data, Legrand focused on building a credible CX foundation that drives meaningful impact for customers everywhere.
Action
Legrand partnered with Teresa Monroe and Qualtrics to design and deploy a global CX backbone — starting with strategic advisory before any technology decision was made. Teresa Monroe led executive interviews, defined a three-year CX roadmap, established governance and rituals, and architected the Qualtrics deployment to fit each country's maturity level. A global relational Customer Satisfaction Survey now runs across approximately 80 countries, measuring NPS, CSAT, and CES across all customer journey touchpoints, tailored to each persona. A parallel Voice of Customer through Employees (VOCE) program mirrors customer feedback internally — measuring empathy gaps, reinforcing CX culture, and giving leadership a complete view of experience across the organization. Results are audited annually and presented at investor days, cementing CX as a strategic extra-financial metric — not just an operational score.
RESULTS
+14pt — NPS improvement from 2022 to 2025 (40 → 54), with all CX KPIs improving year over year
+9pt — CES improvement from 2022 to 2025 (75% → 84%), reflecting sustained gains in customer effort reduction
140K+ — feedback responses
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