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


More on customer analytics: Customer Intelligence, Sociomapping.

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