logo share us

Customer Satisfaction Model

   

Definition: the Customer Satisfaction Model is a quality management and marketing framework by N. Kano that can be used for measuring client happiness.
Kano's model distinguishes 6 categories of quality attributes, from which the first 3 actually influence customer satisfaction ('factors'):
1. Basic Factors. (Dissatisfiers. Must have.)
2. Excitement Factors. (Satisfiers. Attractive.)
3. Performance Factors. The factors that cause satisfaction if the performance is high, and they cause dissatisfaction if the performance is low.
4. Indifferent Attributes
5. Questionable Attributes
6. Reverse Attributes


   
   
💡

Learn more about the Customer Satisfaction Model.



More on customer analytics: Customer Intelligence, Psychological Targeting, Sociomapping.


MBA Brief offers concise, yet precise definitions of concepts, methods and models as taught in a study Master of Business Administration.

We like to keep things short, and provide links to learn more about your subject.


add us to your desktop

Add MBA Brief to your desktop / iPad

   

© 2024 MBA Brief - Last updated: 18-6-2024  -  Privacy   |   Terms