The Kano Model
Whitepaper: How does the Kano Model help analyzing customers’ needs?
Whitepaper: How does the Kano Model help analyzing customers’ needs?
Format: PDF
Pages: 3
Filesize: 608 KB
The Kano Model describes the connection between customer satisfaction and the realization of customer requirements. Noriaki Kano, professor (emeritus) of Tokyo University of Science, developed a model for customer satisfacton in 1978, known today as the Kano Model. He determined 5 characteristics of customer requirements:
It is not possible to deduce an overall satisfaction level from the Kano Model.
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What is the Kano Model? | 1 |
The origins of the Kano Model | 2 |
Why is the Kano Model important? | 3 |
Now you know the Kano Model – so what now? | 3 |