Kano Model: Categorizing Customer Feature Reactions PPT

This PPT slide, part of the 28-slide Kano Customer Satisfaction Model PowerPoint presentation, presents the Kano Model, categorizing product features based on customer reactions to functionality. It outlines 4 distinct categories: Performance, Must-Be, Attractive, and Indifferent.

Performance features are described as linear; their effectiveness directly correlates with customer satisfaction. As functionality improves, satisfaction increases. Examples provided, such as gas mileage and internet connection speed, illustrate this relationship.

Must-Be features are essential for product completion. Their absence leads to dissatisfaction, yet their presence does not enhance satisfaction. The examples, including product receipts and hotel towels, highlight features that customers expect, but do not actively appreciate.

Attractive features, or Exciters/Delighters, evoke unexpected positive reactions. These features can significantly elevate customer satisfaction when present, as illustrated by the example of first-time smartphone users experiencing ease of use.

Indifferent features do not influence customer reactions and should be deprioritized in development efforts. The example of wax coating on milk cartons demonstrates how some features may go unnoticed by customers, suggesting that resources should not be wasted on them.

Understanding these categories allows organizations to prioritize feature development effectively. By focusing on Performance and Attractive features, companies can enhance customer satisfaction while avoiding unnecessary investments in Indifferent features. This strategic approach can lead to more successful product offerings and improved customer loyalty.

This slide is part of the Kano Customer Satisfaction Model PowerPoint presentation.

Download the Full Presentation

EXPLORE MORE SLIDES FROM THIS PRESENTATION

EXPLORE MORE PRESENTATIONS ON

Product Strategy Customer Satisfaction Customer Loyalty

Are you familiar with Flevy? We are you shortcut to immediate value.

Flevy provides business best practices—the same as those produced by top-tier consulting firms and used by Fortune 100 companies. Our best practice business frameworks, financial models, and templates are of the same caliber as those produced by top-tier management consulting firms, like McKinsey, BCG, Bain, Deloitte, and Accenture. Most were developed by seasoned executives and consultants with 20+ years of experience.

Trusted by over 10,000+ Client Organizations

Since 2012, we have provided best practices to over 10,000 businesses and organizations of all sizes, from startups and small businesses to the Fortune 100, in over 130 countries.

Flevy is the world's largest knowledge base of best practices.

Leverage the Experience of Experts.

Find documents of the same caliber as those used by top-tier consulting firms, like McKinsey, BCG, Bain, Deloitte, Accenture.

Download Immediately and Use.

Our PowerPoint presentations, Excel workbooks, and Word documents are completely customizable, including rebrandable.

Save Time, Effort, and Money.

Save yourself and your employees countless hours. Use that time to work on more value-added and fulfilling activities.

Read Customer Testimonials

"I am extremely grateful for the proactiveness and eagerness to help and I would gladly recommend the Flevy team if you are looking for data and toolkits to help you work through business solutions."

– Trevor Booth, Partner, Fast Forward Consulting

"My FlevyPro subscription provides me with the most popular frameworks and decks in demand in today’s market. They not only augment my existing consulting and coaching offerings and delivery, but also keep me abreast of the latest trends, inspire new products and service offerings for my practice, and educate me

... [read more]

– Bill Branson, Founder at Strategic Business Architects

"As a consultant requiring up to date and professional material that will be of value and use to my clients, I find Flevy a very reliable resource.

The variety and quality of material available through Flevy offers a very useful and commanding source for information. Using Flevy saves me time, enhances my expertise and ends up being a good decision."

– Dennis Gershowitz, Principal at DG Associates

"FlevyPro provides business frameworks from many of the global giants in management consulting that allow you to provide best in class solutions for your clients."

– David Harris, Managing Director at Futures Strategy

"FlevyPro has been a brilliant resource for me, as an independent growth consultant, to access a vast knowledge bank of presentations to support my work with clients. In terms of RoI, the value I received from the very first presentation I downloaded paid for my subscription many times over! The

... [read more]

– Roderick Cameron, Founding Partner at SGFE Ltd

"As a niche strategic consulting firm, Flevy and FlevyPro frameworks and documents are an on-going reference to help us structure our findings and recommendations to our clients as well as improve their clarity, strength, and visual power. For us, it is an invaluable resource to increase our impact and value."

– David Coloma, Consulting Area Manager at Cynertia Consulting

"I have used Flevy services for a number of years and have never, ever been disappointed. As a matter of fact, David and his team continue, time after time, to impress me with their willingness to assist and in the real sense of the word. I have concluded in fact

... [read more]

– Roberto Pelliccia, Senior Executive in International Hospitality

"I have used FlevyPro for several business applications. It is a great complement to working with expensive consultants. The quality and effectiveness of the tools are of the highest standards."

– Moritz Bernhoerster, Global Sourcing Director at Fortune 500