Look at the five "metrics". They all represent what the organization thinks they need to do to achieve customer satisfaction - the things they can control, like making sure they are polite and give a live demonstration. I agree these don't really measure customer satisfaction - but they do measure the organizations compliance with doing the things they think they need to do. And I could not fault them for wanting to verify that they are doing all those things.
Maybe we should suggest what they should measure. I'd like to see them monitor the purpose for each appointment, and publish the metrics of how many appointments were for people coming in to get their hearing aids adjusted and fixed. Then they could have a numerical assessment. Of course, it would not neccesarily be data about customer perception because it would be data about reasons for appointment. But so what? Maybe if we generate enough good ideas Denise and her Mom can take them in to her next appointment. With the new level of respect her Mom will command it is likely her level of service will improve, as will her frustrations and ultimately her hearing!

There is nothing wrong with the selected metrics. Beyond product quality, these metrics may well reflect customer satisfaction. What's missing is some measure of product effectiveness. Also missing is the recognition that each element contributing to customer satisfaction may not carry the same weight (business impact). In most cases if the product does not perform, good performance in any, or all, other categories is indeed a moot point.