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The metric that is customer-facing within the SCOR (Supply Chain Operations Reference) model is reliability. This metric refers to the ability of the supply chain to deliver products and services as promised to customers. Reliability impacts customer satisfaction directly, as it encompasses the accuracy of order fulfillment, the timeliness of deliveries, and the overall consistency of service.

When customers interact with a supply chain, their perceptions are heavily influenced by how reliably they receive their products and services. Metrics like on-time delivery and order accuracy are indicators of supply chain reliability, which are critical to maintaining strong customer relationships and trust.

While costs and asset management are also important factors within the supply chain, they are more internally focused. Costs center around the financial efficiency of the supply chain operations, and asset management pertains to optimizing the usage of physical assets. These metrics, although essential for operational performance, do not directly reflect the customer experience or interactions, which is why reliability stands out as the customer-facing metric in the SCOR model.