Kano Diagram

The Kano Diagram is a tool used to understand customer preferences and satisfaction. It classifies product features into five categories: Must-Be (basic requirements), One-Dimensional (features that enhance satisfaction), Attractive (delights that exceed expectations), Indifferent (unimportant features), and Reverse (features that can detract from satisfaction). By organizing these aspects, businesses can prioritize improvements and innovations that will most positively impact customer experiences and loyalty, ultimately guiding product development and marketing strategies effectively.