Kano Customer Satisfaction Model (PowerPoint PPT)

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.

The Kano Customer Satisfaction Model is built on three key premises that guide its application. The first premise emphasizes the relationship between satisfaction and functionality, highlighting how different levels of functionality impact customer satisfaction. The second premise categorizes features into four types: Performance, Must-Be, Attractive, and Indifferent, each influencing customer satisfaction differently. The third premise involves using the Kano Questionnaire to map customer responses, providing actionable insights into which features to prioritize.

This PPT also delves into the natural decay of delight, explaining how features that initially attract customers can become expected over time. This shift necessitates continuous innovation to maintain customer satisfaction. The model's visual representation helps in understanding how features evolve from being attractive to must-be, ensuring that product development aligns with changing customer expectations.

The document includes practical steps for implementing the Kano Model, from selecting target features and users to analyzing customer data. It provides a comprehensive approach to using the Kano Questionnaire and Evaluation Table, ensuring that your team can effectively prioritize features that maximize customer satisfaction. This resource is essential for any organization aiming to enhance its product development strategy through a deeper understanding of customer needs and preferences.

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Source: Best Practices in Customer Satisfaction, Kano Customer Satisfaction Model, Noriaki Kano PowerPoint Slides: Kano Customer Satisfaction Model PowerPoint (PPT) Presentation, PPT Lab