Kano Questionnaire: Understanding Customer Feature Perceptions PPT
This PPT slide, part of the 28-slide Kano Customer Satisfaction Model PowerPoint presentation, presents an overview of the Kano Questionnaire, a tool designed to assess customer perceptions regarding product features. This method is structured around 2 key question formats: the functional form and the dysfunctional form.
The functional question seeks to gauge customer sentiment when a desired feature is present, asking, "How do you feel if you had this feature?" This approach aims to identify positive reactions and expectations associated with specific features. On the other hand, the dysfunctional question explores customer feelings when a feature is absent, phrased as, "How do you feel if you did not have this feature?" This dual questioning strategy is essential for understanding both the importance of features and the potential dissatisfaction caused by their absence.
The slide also outlines the possible responses to these questions, which range from positive to negative sentiments. Customers can express their feelings with options like "I like it," "I expect it," and "I am neutral," as well as more critical responses such as "I can tolerate it" and "I dislike it." This range of responses allows for a nuanced understanding of customer priorities and preferences.
Utilizing the Kano Questionnaire can significantly enhance product development processes. By systematically analyzing customer feedback, organizations can prioritize features that drive satisfaction and address those that may lead to discontent. This method not only aids in feature prioritization, but also fosters a deeper connection with customer needs, ultimately guiding strategic decisions that align with market expectations.
This slide is part of the Kano Customer Satisfaction Model PowerPoint presentation.
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Product Strategy Customer Satisfaction Product Development Feedback
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