Teresa Monroe partnered with Veolia to design the structural foundations of its global NPS program, working closely with the central team to align diverse operational realities under a common CX framework. The first inflection point came with the creation of a comprehensive methodology playbook covering survey processes, KPI definitions, close-the-loop protocols, and action planning standards—establishing a shared language for customer experience across the Group.

This framework was then anchored into the company’s governance model. Teresa Monroe supported Veolia in integrating NPS objectives into executive incentive policies and defining a set of mandatory trackers used consistently across business units worldwide, ensuring accountability, comparability, and executive visibility at scale.

In parallel, we helped structure and animate Veolia’s global CX community—now more than 500 members strong—through annual CX Days, benchmark insights, and knowledge-sharing initiatives connecting teams across regions while reinforcing shared standards.

Today, the partnership continues to evolve, supporting various business units in implementing the program but also in shaping the Group’s 2028 CX ambitions and ensuring the program remains scalable, governed, and embedded in day-to-day operations.  

✔ NPS established as a strategic Group KPI discussed at Executive Committee level

✔ Standardized CX measurement deployed across multiple business units worldwide

✔ NPS integrated into incentive policies, reinforcing accountability and adoption

✔ Global CX community of 500+ members connecting teams across regions

✔ Customer satisfaction results communicated and audited as part of public company governance