Identifying Customer Satisfaction with the Kano Model

What is the Kano Model?

The Kano Model is an effective framework for organizations to assess the expectations of their customers and ensure that they are adding features to their products that amplify their appeal. This aligns with what needs to be built, so as to empower the core customer to improve the process and drive better product decisions and customer loyalty. The Kano Method classifies the features to be developed into five distinct types based on how they will affect consumer satisfaction.

The History and Origin of the Kano Model

Understanding the Kano Model: Key Elements

There are a total of 5 categories of product features in the Kano Analysis.

l Must-Haves — The Basic Needs: Features customers expect. If these are not achieved, customers may get unhappy. However, meeting these needs does not guarantee customer satisfaction.

l Performance Feature: These features are directly linked with customer satisfaction. If these features work better, the customer will be happier.

l Delighters: Features that are unexpected and delight customers when they are there but do not cause dissatisfaction when they are absent.

l Indifferent Needs: Desires that do not affect client satisfaction either positively or negatively.

Advantages of the Kano Model

Several advantages of the Kano Graph for businesses are:

l Improved Prioritization: It allows organizations to prioritize the features that will have the most impact on customer satisfaction.

l Enhanced Product Development: Knowing what customers want, companies are able to prioritize the addition of crucial features.

How to Use the Kano Model

The first thing a company must do to enact the Kano Model is to solicit some customer feedback—to possibly conduct surveys or interviews about their products. Then, they weight the features based on their impact on customer satisfaction. This allows organizations to pinpoint the delights and expected table stakes.

How the Kano Model Works in Real Life

Its principles are widely used in product management, marketing, and design. For example, we can use the model at the time of designing the new product or service by adding or improving features that will bring delight to customers at the moment of delivery. This is how Explorer Elite 75 Smart Board touch has smart networks which extends the connectivity features that conforms to customer expectation and well exceed customer expectation. To learn more about the HKMLC Explorer Elite 75 click here.

The result is the creation of more customer-centric experiences through application of the Kano Model in product development. Whether it be in HKMLC Smart Boards or elsewhere, knowledge of the types of product features that drive satisfaction is critical to the endurance of the product. HKMLC Smart Board Advantages: Read more here.