An approach to defining customer satisfaction that divides outputs , service or product features of outputs into
(1) basic requirements (the minimum a customer expects),
(2) satisfiers (additional outputs or features that please customers) and (3) delighters (outputs or features that the customer didn't expect that really please customers. Associated with Noriaki Kano, a Japanese quality control expert
An approach to defining customer satisfaction that divides outputs , service or product features of outputs into
(1) basic requirements (the minimum a customer expects),
(2) satisfiers (additional outputs or features that please customers) and (3) delighters (outputs or features that the customer didn't expect that really please customers. Associated with Noriaki Kano, a Japanese quality control expert
