Considering customer satisfaction levels when creating a product is not an easy process. Many Six Sigma practitioners use the quality function deployment (QFD) tool to translate the voice of the customer (VOC) into product specifications.
How often have you been truly delighted by a dining experience? This article provides an opportunity to examine the dining experience through the well-known Kano Model of customer satisfaction. The model, developed by Japanese quality expert Dr. Noriaki Kano, describes the complexities of customer needs and their relationship to customer satisfaction in an easy to understand visual format.
Used in combination, the Kano survey and quality function deployment (QFD) tools provide companies with the ability to maximize customer satisfaction (positive quality) measured by metrics such as repeat business and market share.
Customer satisfaction data is not easy or inexpensive to come by. Therefore, it should be used to the fullest. One way to take advantage of survey data is through Kano analysis, a model for classifying customer responses.
How does a company analyze customer needs? How can it easily determine what delights customers or what their basic needs are? A powerful technique to address these questions was developed by Noriaki Kano and colleagues. It is called Kano analysis.