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Kano Model is a technique that categorizes customer requirements into three types: 1) Delighters 2) Satisfiers, and 3) Dissatisfiers.

Delighters are features that customers don’t know they want, but are delighted to find them — “bonuses.” Satisfiers are features that customers are aware of and not necessary, but improve customer satisfaction. Dissatisfiers are features that customers absolutely require, the absence of which result in customer dissatisfaction.

For a better understanding of the Kano Model and an overview of Lean Six Sigma,check out our Free Lean Six Sigma Yellow Belt Training, Green Belt Training or Lean Training.

Elisabeth Swan

Elisabeth is a Managing Partner & Executive Advisor at GoLeanSixSigma.com. For over 25 years, she's helped leading organizations like Amazon, Charles Schwab and Starwood Hotels & Resorts build problem-solving muscles with Lean Six Sigma to achieve their goals.