Kano Model: Analyzing Customer Satisfaction Drivers PPT

This PPT slide, part of the 67-slide Supply Chain Strategy Tools & Techniques PowerPoint presentation, presents the Kano Model, a framework designed to analyze product attributes and their impact on customer satisfaction. It outlines when to use this model, specifically indicating its applicability in assessing the external environment. The definition clarifies that the model focuses on understanding which product characteristics are most valued by customers, serving as a guide for decision-making regarding investment priorities.

The purpose section emphasizes the model's utility in identifying key product features that can enhance customer satisfaction. It suggests that by understanding customer preferences, organizations can make informed choices about where to allocate resources effectively. This insight is crucial for driving product development and improving market positioning.

The graphical representation illustrates a relationship between satisfaction and fulfillment, categorizing product attributes into different levels of customer satisfaction. The axes depict a spectrum from dissatisfaction to satisfaction, with 'Basic Fulfillment' and 'Excitement' as key points. This visual aids in comprehending how varying degrees of product quality influence customer perceptions.

Caveats are also included, highlighting that the objective quality of a product may not align with user perceptions. This discrepancy can lead to misinterpretations of market results. The model addresses this issue by correlating objective quality with subjective user judgments, ensuring a more nuanced understanding of customer satisfaction. The relationship between fulfilling basic requirements and achieving higher levels of satisfaction is also noted, suggesting that user feedback can be plotted to reveal the varying rewards associated with different product attributes. This information is vital for any organization looking to refine its product offerings based on customer insights.

This slide is part of the Supply Chain Strategy Tools & Techniques PowerPoint presentation.

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Supply Chain Analysis Supply Chain Customer Satisfaction Customer Insight Product Development Purpose Feedback Positioning

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