Use the Kano model to separate must‑be basics from performance attributes and delight factors. Learn how to survey, classify, and prioritise features without overbuilding.
In the Kano model, ‘must‑be’ attributes mainly prevent ______ when absent.
brand recall
price sensitivity
customer dissatisfaction and disqualification
feature adoption spikes
Which attribute type shows roughly linear gains in satisfaction as performance improves?
must‑be basics
one‑dimensional (performance) attributes
excitement/delighters
reverse qualities
Excitement attributes typically have what effect on satisfaction at low presence levels?
disproportionate lift despite low expectation
no effect until fully implemented
negative effect unless hidden
only price effects
A standard Kano survey captures ______ for each feature.
functional and dysfunctional responses to paired questions
one open text field
only a 10‑point NPS rating
purchase intent without context
Which is a practical sequencing strategy for a release?
skip parity if brand is strong
max out every performance metric regardless of cost
ship only delighters first
secure must‑be parity, optimise performance, then add select delighters
A warning sign you’re over‑investing in performance features is ______.
users requesting more bug fixes
more backlinks
higher MAU
rising cost with diminishing satisfaction gains on surveys
Kano categories can shift over time because ______.
teams stop surveying
customer expectations evolve as markets mature
hardware limits never change
regulatory rules ban delighters
An ‘indifferent’ Kano classification suggests you should ______.
bundle it as a must‑be
treat it as a delighter
double budget to educate users
de‑prioritise or remove the feature unless it’s cheap to keep
Which mapping best supports delivery planning after a Kano study?
alphabetise features by name
sort by stakeholder seniority
plot satisfaction impact vs. implementation effort to sequence work
rank by code length
A ‘reverse’ attribute in Kano means ______.
it requires a reverse proxy
increasing it makes some users less satisfied
it fails only under load
it’s the opposite of a must‑be meaning useless
Starter
Good start—review definitions and basic diagnostics for this topic, then retake.
Solid
Nice grasp—tighten edge cases and trade‑offs; apply the tools to live scenarios.
Expert!
Excellent—you’re balancing judgment with evidence and can teach this topic to others.
