the Kano Model

The Kano Model is a framework used to understand customer needs and satisfaction. It categorizes features of a product or service into five groups: Basic Needs (must-haves), Performance Needs (the better, the happier), Excitement Needs (delightful surprises), Indifferent Needs (no impact on satisfaction), and Reverse Needs (unwanted features). By identifying these categories, businesses can prioritize features that enhance customer satisfaction and loyalty, ensuring they not only meet basic expectations but also exceed them, creating a more engaging and rewarding experience.