thinQmaster Virtual testing partner Adaptive practice exams that find your weak spots and drill them. Every answer explained. From $69
Enroll

thinQmaster

Find your exam

Five questions free, before you decide.

Step 1 · choose a vendor

In one of our camps? Your practice exams come with the tuition — they are on your study page already.

Project Management & Agile · Intermediate

Kano Model

Model classifying product features by their effect on customer satisfaction: basic (must-be), performance (one-dimensional), and excitement (delighters).

Definition

Also includes indifferent and reverse features. Delighters become basic expectations over time.

Example

Brakes on a car are basic; fuel efficiency is performance; a self-parking feature is a delighter.

Exam tip

Missing basics cause dissatisfaction; delighters cause unexpected satisfaction.

Related terms