What is a primary measure of performance in procurement?

The primary measure of performance in procurement centers on customer satisfaction, as it directly reflects how well the procurement process meets the needs and expectations of the end-users and stakeholders. When procurement effectively sources the right products and services at the right quality, timeliness, and value, it contributes significantly to the overall satisfaction of customers, both internal and external.

Satisfaction encompasses not only the quality and price of the goods and services procured but also the efficiency of the procurement process and the ability to respond to customer needs. A satisfied customer is likely to lead to repeat business, bolster organizational reputation, and improve overall operational success.

While cost reduction is a crucial element of procurement and can help organizations achieve financial efficiency, it does not capture the holistic view of what determines procurement success. Market share is usually more relevant to sales and marketing performance measurements rather than procurement. Supplier loyalty might indicate stable relationships and easier access to resources; however, it does not necessarily reflect how well the procurement activities align with customer expectations. Hence, customer satisfaction stands as the core metric for evaluating procurement performance.