A special type of survey, sometimes called a Kano Analysis, that results in a categorization of the customer’s requirements or product features into the 5 Kano categories (Basic/Must- Be’s, Performance/Spoken, Excitement/Wow’s, Indifferent, or Reverse). Depending on which categories your requirements end up in will dictate not only the impact on customer satisfaction but also help in deciding priorities and your course of action. This video will introduce you to the steps to conduct your own Kano Survey and show you how to gather, organize, manipulate, and analyze the data.
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