The Kano Model
The Kano Model is a customer satisfaction framework that can help you understand how different features of a product drive customer satisfaction. It was created by Professor Noriaki Kano in the 1980s and has since been a staple in product teams.
When using the model, features are categorized into three buckets.
These features meet your customers’ basic expectations — they need to be in the product, and they take priority.
Satisfiers (also known as Performance)
Satisfier features seek to go a little bit beyond ‘the basic needs of your customer — they are things your customer ‘wants’.
Delighter features go well beyond what your customer needs or expects from your product. These types of features aim to delight and while they are not exactly needed, they can provide you with a competitive edge.