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Customer Satisfaction (Kano Model) Facilitator

Prioritize features by visualizing their impact on customer satisfaction.

Read-only mode — loaded for viewing. Click Revise to enable editing.

What is the Kano Model?

The Kano Model is a framework for product development and customer satisfaction. It classifies product attributes into five categories based on how customers perceive them. This helps teams distinguish between basic necessities and delightful extras, making it easier to prioritize features that will have the most positive impact.

  • Must-Be (Basic): Expected features. Their absence causes dissatisfaction, but their presence is taken for granted (e.g., brakes on a car).
  • Performance: The more of these, the better. Satisfaction is proportional to their level of execution (e.g., battery life).
  • Attractive (Delighters): Unexpected features. Their presence delights customers, but their absence does not cause dissatisfaction (e.g., a surprise upgrade).
  • Indifferent: Features customers don't care about.
  • Reverse: Features that cause dissatisfaction when present.

Customer Satisfaction Index (CS)

The Customer Satisfaction Index (CS) is a quantitative measure that helps you understand the impact of features on customer satisfaction and dissatisfaction.

  • CS+ (Satisfaction Index): Measures how much satisfaction a feature will generate if implemented.
  • CS- (Dissatisfaction Index): Measures how much dissatisfaction will occur if a feature is NOT implemented.

Toolbar — Button Reference

The toolbar at the top of the page contains all the actions you need to manage your analysis:

  • New   Clears all analyzed features and jumps to the Input tab to start a blank analysis.
  • Load   Opens a previously saved .json file and restores all data and revision history in read-only mode.
  • Load Example   Loads a pre-filled list of features so you can explore the tool and see how the Results section works. Also opens in read-only mode.
  • Revise   Only available when a document is in read-only mode. Opens a dialog to register a new revision — date, description, author, and approval — then unlocks all fields for editing. Revision details are saved to the JSON and appear in the exported PDF.
  • Save   Downloads the complete analysis as a .json file, including all categorized features and the full revision history. Use this file to reload or share the analysis later.
  • Export PDF   Generates and downloads a fully formatted PDF report containing: the Kano Model Visualization graph, the CS Index, the categorized list of features, and the revision history.

Add Features to Your Kano Analysis

Feature Categorization

Category Features

Kano Analysis Visualization

Customer Satisfaction Index (CS)

Satisfaction Index (CS+)

0.00
Impact on satisfaction if implemented
CS+ = (A + O) / (A + O + M + I)

Dissatisfaction Index (CS-)

0.00
Impact on dissatisfaction if NOT implemented
CS- = (O + M) / (A + O + M + I) × (-1)

Interpretation:

  • CS+ close to 1.0: Implementing these features will significantly increase customer satisfaction.
  • CS- close to -1.0: Not implementing these features will cause significant dissatisfaction.
  • Both values near 0: Features have minimal impact on customer satisfaction/dissatisfaction.
  • For optimal results, prioritize features with high CS+ and low CS- (more negative).

Feature Categorization Results

Category Features