What does the Kano Model illustrate?

The Kano Model illustrates levels of customer satisfaction, including dissatisfaction, neutrality, and delight. This model categorizes customer preferences into several categories, such as basic needs, performance needs, and excitement needs, allowing businesses to understand how different features or aspects of a product can affect customer satisfaction.

According to the model, some attributes are essential for customers to avoid dissatisfaction, such as basic functionalities of a product. Others can lead to increased satisfaction when delivered effectively, such as performance features that enhance usability. The excitement attributes, although not expected, can significantly enhance customer delight when present. By analyzing these dimensions, organizations can tailor their products or services to meet and exceed customer expectations, ultimately enhancing customer loyalty and market success. This focus on varying levels of satisfaction and delight helps make informed decisions in product development and service delivery.