Quiz : How Much Do You Know About The Kano Model?

1. Excitement features are known as the WOW! factor.

TRUE

FALSE

True and these are the features that will give a product/ service a competitive advantage....hence the term "customer delights".

Explanation

True and these are the features that will give a product/ service a competitive advantage....hence the term "customer delights".

2. In a needs analysis the customer may not have asked for basic features to be included in a design.

TRUE

FALSE

The customer will generally assume that basic features will be include e.g. professional design standards.

Explanation

The customer will generally assume that basic features will be include e.g. professional design standards.

3. Client interviews may not identify excitement features.

TRUE

FALSE

The client will often be unaware of the exciting 'things' that can be added to the product/service...the designer will know or find these 'things'out from research, etc.

Explanation

The client will often be unaware of the exciting 'things' that can be added to the product/service...the designer will know or find these 'things'out from research, etc.

4. The customer needs that keep a company in the market are called ___________

Performance Needs

Excess Needs

Basic Needs

None of the above

Performance needs refer to the specific requirements and expectations of customers regarding the performance and functionality of a product or service. These needs are essential for a company to stay competitive in the market as meeting or exceeding customer expectations in terms of performance is crucial for customer satisfaction and loyalty. By consistently delivering high performance products or services, a company can differentiate itself from competitors and maintain its position in the market.

Explanation

Performance needs refer to the specific requirements and expectations of customers regarding the performance and functionality of a product or service. These needs are essential for a company to stay competitive in the market as meeting or exceeding customer expectations in terms of performance is crucial for customer satisfaction and loyalty. By consistently delivering high performance products or services, a company can differentiate itself from competitors and maintain its position in the market.

5. The customer needs that keep a company in the market are called ___________

Performance Needs

Basic Needs

Excitement Needs

Excess Needs

Performance needs refer to the specific requirements or expectations that customers have regarding the performance or functionality of a product or service. These needs are essential for a company to stay competitive in the market because customers expect products to meet certain standards and deliver the desired outcomes. By focusing on meeting performance needs, companies can ensure customer satisfaction, loyalty, and ultimately, their survival in the market.

Explanation

Performance needs refer to the specific requirements or expectations that customers have regarding the performance or functionality of a product or service. These needs are essential for a company to stay competitive in the market because customers expect products to meet certain standards and deliver the desired outcomes. By focusing on meeting performance needs, companies can ensure customer satisfaction, loyalty, and ultimately, their survival in the market.

6. The Kano model identifies 4 levels of design requirements?

TRUE

FALSE

There are 3 levels 1. Basic or essential features 2. Peformance - needed for effective operation 3. Excitement - will delight the customer and provide a competitive advantage.

Explanation

There are 3 levels 1. Basic or essential features 2. Peformance - needed for effective operation 3. Excitement - will delight the customer and provide a competitive advantage.

7. Which of the following is not a tool used to collect customer complaints?

Social media

Customer visits

Asking the manager of the company to list down potential reasons for customer complaints

None of the above

Asking the manager of the company to list down potential reasons for customer complaints is not a tool used to collect customer complaints because it involves relying solely on the manager's perspective and may not capture the actual complaints and concerns of the customers. Other options like social media and customer visits are more direct and effective ways to gather customer complaints as they allow for direct communication and feedback from the customers themselves.

Explanation

Asking the manager of the company to list down potential reasons for customer complaints is not a tool used to collect customer complaints because it involves relying solely on the manager's perspective and may not capture the actual complaints and concerns of the customers. Other options like social media and customer visits are more direct and effective ways to gather customer complaints as they allow for direct communication and feedback from the customers themselves.

8. Complaints, industry standards, and competitors' actions are techniques to gather information about Basic Needs.

False

True

Complaints, industry standards, and competitors' actions are techniques to gather information about customer preferences, market trends, and competitive landscape. They are not specifically related to gathering information about basic needs. Therefore, the statement is false.

Explanation

Complaints, industry standards, and competitors' actions are techniques to gather information about customer preferences, market trends, and competitive landscape. They are not specifically related to gathering information about basic needs. Therefore, the statement is false.

9. In a needs analysis the designer's aim is to identify performance features.

TRUE

FALSE

The designer's aim in the anlalysis is to identify the customers requirements and then determine the performance features to meet these requirements.

Explanation

The designer's aim in the anlalysis is to identify the customers requirements and then determine the performance features to meet these requirements.

10. ________ defines activities that occur within an organization that ensures a customer is not only satisfied but also retained.

Customer satisfaction

Customer delight

Customer care

None of the above

The given question asks for the definition of activities that occur within an organization to ensure customer satisfaction and retention. However, none of the options provided (customer satisfaction, customer delight, customer care) accurately define these activities. Therefore, the correct answer is "None of the above."

Explanation

The given question asks for the definition of activities that occur within an organization to ensure customer satisfaction and retention. However, none of the options provided (customer satisfaction, customer delight, customer care) accurately define these activities. Therefore, the correct answer is "None of the above."