Kano Model

The Kano Model is a framework used to understand customer satisfaction based on product features. It categorizes features into five groups: Basic Needs (must-haves), Performance Needs (like-to-haves that improve satisfaction), Excitement Needs (delighters that exceed expectations), Indifferent Needs (unimpactful features), and Reverse Needs (features that may decrease satisfaction). By identifying which category a feature falls into, businesses can prioritize improvements and innovations that enhance customer satisfaction and loyalty, ultimately leading to better products and services.