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DOCUMENT DESCRIPTION

The Kano Customer Satisfaction Model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano. This model classifies customer preferences into 4 categories of product features:

Performance Features
Must-Be Features
Attractive Features
Indifferent Features

These features can be mapped against a 2-dimensional chart with the axes Satisfaction and Functionality. Through this visualization, the model offers insight into the product attributes that are perceived to be important to customers.

The purpose of the tool is to support product specification and discussion through better development of team understanding. The Kano Customer Satisfaction Model focuses on differentiating product features, as opposed to focusing initially on customer needs. Kano also produced a methodology for mapping consumer responses to questionnaires onto his model.

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Source: Kano Customer Satisfaction Model PowerPoint document

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Kano Customer Satisfaction Model

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This business document is categorized under:
Business Framework Primers

File Type: PowerPoint (ppt)

Tag(s): Customer Satisfaction, Kano Customer Satisfaction Model, Noriaki Kano

Number of Slides: 26

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Upload date (first version): Aug 26, 2016

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