Feature Classification
Classify features based on their impact on customer satisfaction
Category Distribution
Implementation Priority
Features should be implemented in this order to maximize customer satisfaction
Satisfaction Analysis
Guide
The Kano Model is a theory of product development and customer satisfaction developed by Noriaki Kano. It categorizes product features into five categories based on how they impact customer satisfaction.
Basic requirements that cause dissatisfaction if missing but don't increase satisfaction if present (threshold attributes).
Features where more is better. These directly correlate with customer satisfaction (performance attributes).
Delighters that surprise customers and create excitement when present (attractive attributes).
Features that don't affect customer satisfaction either way.
Features that cause dissatisfaction when present - customers prefer these not to exist.
Glossary
- Customer Satisfaction Impact
- A numerical score representing how much the presence of a feature increases customer satisfaction (positive = higher satisfaction).
- Dissatisfaction Impact
- A numerical score representing how much the absence of a feature decreases customer satisfaction (positive = more dissatisfied when missing).
- Better/Worse Ratio
- The ratio of satisfaction impact to dissatisfaction impact. Helps prioritize between must-be and one-dimensional features.
- Category Classification
- The classification of a feature based on how customers respond to its presence or absence.