Glossary
Kano Model
Classifying features by how they affect customer satisfaction.
In short
The Kano model classifies product features by their effect on customer satisfaction. It distinguishes basic expectations, performance features that scale with satisfaction, and delighters that surprise users. By mapping features to these types, teams decide where to meet expectations and where investment can create a stronger emotional response.
The Kano model sorts features by how they shape satisfaction. Basic features are expected, and their absence frustrates while their presence goes unnoticed. Performance features raise satisfaction the more you deliver. Delighters are unexpected pleasers that users do not think to ask for.
Over time, delighters become expectations, so the map needs refreshing. Kithspark surveys and weighted feedback help teams tell which requests are basic needs and which would genuinely delight key customers.
Example
Fast load times rate as a basic expectation, while a surprise undo-anything feature lands as a delighter in survey results.
Related terms
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