Kano Analysis
This prioritization model is based on determining the customer’s satisfaction with product features. The customer’s satisfaction level is based on the level of functionality that will be provided. Features are categorized into four categories and a questionnaire is used to capture how customers feel about a feature. Both Table 1 represents an example of the Kano Analysis.
| Categories | Meaning |
| · New features of high customer value |
| · Features that provided customer value
|
| · Features that cannot be left out because the customer would then dislike the product. If these features are present, they would not impact the level of customer satisfaction |
| · Features that can be eliminated because they don’t affect the customer in any way |
Table 1. Kano Analysis Categories
Recommended Further Reading
The following materials may assist you in order to get the most out of this course: