Glossaria.net

Glossary Quality / Term

Kano model

Three classes of customer requirements, as described by Noriaki Kano: satisfiers—what customers say they want; dissatisfiers—what customers expect and what results in dissatisfaction when not present; and delighters/exciters—new or unexpected features that customers do not expect.

Permanent link Kano model - Creation date 2020-07-09


< Kanban Glossary / Quality Key performance indicator (KPI) >