Kano Method

Kano Questionnaire

1a) If the phone has only multiple ring tones available how do you feel?

I like it that way

It must be that way

I am neutral

I can live with it that way

I dislike it that way

1b) If the phone does not have multiple ring tones available, how do you feel?

I like it that way

It must be that way

I am neutral

I can live with it that way

I dislike it that way

2a) If the phone has a camera feature, how do you feel?

I like it that way

It must be that way

I am neutral

I can live with it that way

I dislike it that way

2b) If the phone does not have a camera feature, how do you feel?

I like it that way

It must be that way

I am neutral

I can live with it that way

I dislike it that way

How important are the following features?

1 2 3 4 5 6 7

Multiple ring tones

Camera

Use following chart to locate what category each feature falls in.

Kano Method

The Kano Model classifies product features/attributes and categorizes their importance based on how they are perceived by customers and their effect on customer satisfaction.

Data is collected using a two part question approach about different product features. The first half of the question pair is referred to as functional. It reflects a customer’s opinions if the attribute is present in the product. The second half of the question pair is the dysfunctional. It reflects a customer’s opinions if the requirement is not fulfilled in the product.

Each question has 5 possible answers

1. I like it