Describe Kano Analysis and why it is important.

How to Answer
1st Answer Example
2nd Answer Example
Community Answers

Kano Analysis was created to meet the ever-changing needs of customers and clients. When analyzing a product, it's vital that a company fully understands how to determine customer happiness. There are three points to Kano Analysis:

- Unexpected Delighters
- Performance Attributes
- Must-Have Attributes

Show the interviewer that you understand these three points work together to help you analyze customer satisfaction.

"Kano Analysis is a group of qualifiers that a company needs to meet before putting a product to market. Unexpected delighters are seen as the things a company or product delivers that are 'extra.' Must-have attributes are what a customer expects. Then, Performance attributes come from the 'more is better' customer mentality."

"Kano Analysis is important because it helps a company to understand their customers' satisfaction threshold better. Kano is used to understand customer needs, determine their requirements, develop new concepts, and analyze competitive products."

Anonymous Answer

"Kano Analysis is a quality measurement tool that is used to define which requirements are important. It helps to rank customers' requirements, as all the requirements cannot be of importance for the project purpose. It helps prioritize and classify the needs of the customer."

Rachelle's Feedback

Nice and straightforward - easy to understand!

Show More Answers

Anonymous Answer

"Kano analysis is key when analyzing a new or proposed system from the end-users point of view. It ranks your solution in 4 categories: Expectations, Performance, Excitement, Indifference. Expectations are those things the end-user "expects" for example the expectation for a browser is for you to be able to go to sites, performance are those features that the user knows and uses to compare it with the competition, Firefox being faster than chrome. excitement are those the user doesn't know it exist yet, I got genuinely excited the day I discovered that edge has a good quality natural voice read-out-loud feature. Indifference are those that are required but the user doesn't care about it or even may not like it, my mom does not care if the browser is using port 443 to initiate the communication when she video calls me."

Amanda's Feedback

You've done a great job explaining the utility/features of Kano Analysis in a way that anyone can understand. However, you can improve your answer by also explaining why it's important. How does this kind of analysis help you work better or faster?