Customer satisfaction measurement profile
Measurement answer
What this metric measures
A source-reported customer-satisfaction result preserved with its question, instrument, population, sample, response basis, scale, direction, period and aggregation method.
Specification
Metric specification
- Result format
- Structured table
- Unit
- Structured table — field-level units: Source-reported score, percentage, index or ordinal result with scale
- Reporting basis
- Reporting date or measurement snapshot
- Aggregation
- Non-additive; retain the complete declared profile and do not force a scalar total
- Pillar
- Social
- Topic
- Consumers and product responsibility
- Controlled domain
- Consumers and end users
- Entity type
- Metric
Reporting boundary
Treat each survey wave or measurement instance separately. Do not average or trend results across different questions, instruments, populations, scales or collection modes.
Verified source occurrences
Framework coverage
This is one canonical metric. The bindings below show every verified framework occurrence without creating duplicate metric pages. Edition, disclosure, role, and relationship remain source-specific.
- Adopting DisclosureSource evidence
European Sustainability Reporting Standards
- Publisher
- European Union
- Edition
- Consolidated 1 January 2025
- Requirement
- Not Specified
- Relationship
- Defines Disclosure
- Mapping outcome
- Direct Evidence
- Source locator
- ESRS S4 Application Requirement 23, PDF page 289
Value structure
Dimensions and units
- Unit
- Structured table — field-level units: Source-reported score, percentage, index or ordinal result with scale
- Reporting basis
- Reporting date or measurement snapshot
Unit meaning: Each table field uses its stated unit. The unit is the reporter's declared measurement kind, scale minimum and maximum, and direction. A bare score or percent sign is not accepted.
Table fields and units
- Instrument
- Question or item
- Population and sample
- Scale and direction
- Reported value
- Fieldwork period
- Weighting and response basis
Published dimensions
- customer population
- product or interaction measured
- question or instrument
- instrument version
- collection mode
- fieldwork dates
- sampling and weighting
- valid-response rule
- scale and direction
Disclosure method
Formula information
- Status
- Not applicable
- Formula type
- Structured Disclosure
Disclosure form
No single formulaPopulate the structured fields from qualifying source observations and retain each field-level unit, boundary, status, and method; do not collapse the disclosure into one calculated value.
Verified sources
Evidence and status sources
Sustopedia checked each record-specific claim directly against primary publisher material. Labels distinguish current measurement authority from future compatibility and corroborative, legal, edition, or method status context. Corroborative evidence can support a stated limitation but cannot establish the core measurement by itself.
Measurement evidence
- Measurement evidenceChecked 15 August 2026
Commission Delegated Regulation (EU) 2023/2772, consolidated display
- Publisher
- European Union
- Edition
- Consolidated 1 January 2025
- Locator
- ESRS S4 Application Requirement 23, PDF page 289
Supports: Supports optional satisfaction information about channel effectiveness while supplying no universal survey method.
Open official source
Use with context
Interpretation boundaries
Method disclosures required
Source-edition basis: Current ESRS S4 context and source-reported measurement method; no universal survey method admitted.
- State the exact question or stable instrument identifier and version.
- State population, sample, fieldwork period, scale, direction and valid-response rule.
- State weighting and response rate when available; never infer missing denominators.
Record-specific limitations
- Response bias, non-response, sampling, wording, collection mode, culture, seasonality and weighting affect the value.
- A higher score does not prove safety, compliance, loyalty, retention, complaint resolution or impact.
Interpret this metric with the stated reporting boundary, period convention, value shape, and unit. Results prepared with different boundaries or conventions may not be directly comparable.
Measurement evidence supports the core record-specific claims described above. Corroborative evidence can support limitations, while compatibility and status sources provide their separately labelled context. None of these cards by itself determines an organisation's legal applicability, filing readiness, assurance status, or compliance conclusion.