Traditional ideas about quality have assumed that user satisfaction is simply proportional to how functional a product is. The Kano model – which was developed in 1984 by Professor Noriaki Kano – states that this is true only for some product features. The model classifies user preferences into five distinct categories: Delighters, Basic Needs, One-Dimensional, Indifferent and Reverse (we’ll describe these later).
Prioritising service requirements with the Kano model
