Kano analysis
The Kano method is a special analysis that was developed by Dr. Noriako Kano at the end of the 70ies. It is a method of structuring customer requirements and determining the influence of these requirements on the level of customer satisfaction.
The customer demands are divided into 3 groups: basic, performance and delighting demands. The Kano analysis aims at:
- a more accurate estimation of the influence of customer requirements on customer satisfaction,
- the development of custom-made performance packages for different customer segments,
- the creation of advantages over competitors as well as
- the deduction of priorities regarding new product development.
See also:
Analysis
Customer satisfaction
Satisfaction
