This metric is based on the Global Reporting Initiative (GRI) G4 Guidelines. It covers one of the requirements of Indicator G4-PR5 - 'Results of surveys measuring customer satisfaction for the organization as a whole'.
Customer satisfaction is one measure of an organization’s sensitivity to its customers’ needs and preferences and, from an organizational perspective, is essential for long-term success. In the context of sustainability, customer satisfaction provides insight into how the organization approaches its relationship with one stakeholder group (customers). It may also be used in combination with other sustainability measures.
Customers’ needs and preferences may differ by gender and other diversity factors. Customer satisfaction may provide insights into the degree to which an organization considers the needs of other stakeholders.