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

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.

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

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

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.

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.

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."

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.

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.