CSSGB · Question #28
Define must-be, one way, and attractive quality that can result from a Kano survey. Make sure your answer is based on the dimensions of performance and satisfaction. Draw a picture to illustrate…
The correct answer is A. The answer for must-be- User satisfaction is not proportional to the performance of the feature. The lower the performance, the lower the user satisfaction, but high performance creates feelings of indifference to the feature. One-way - User satisfaction is proportional to the performance of the feature. The higher the performance, the higher the user satisfaction. The lower the performance, the lower the user satisfaction. Attractive - User satisfaction is not proportional to the performance of the feature; low levels of performance create feelings of indifference to the feature, but high levels of performance create feelings of delight to the feature. Option A correctly captures the asymmetric relationship between performance and satisfaction for must-be and attractive qualities, and the linear relationship for one-way quality. The key distinction is: must-be features cause dissatisfaction when absent but only indifference…
Question
Define must-be, one way, and attractive quality that can result from a Kano survey. Make sure your answer is based on the dimensions of performance and satisfaction. Draw a picture to illustrate your explanation. Answer:
Must-be- User satisfaction is not proportional to the performance of the feature. The lower the performance, the lower the user satisfaction, but high performance creates feelings of indifference to the feature. One-way - User satisfaction is proportional to the performance of the feature; the less performance the less user satisfaction, and the more performance, the more user satisfaction. Attractive - User satisfaction is not proportional to the performance of the feature; low levels of performance create feelings of indifference to the feature, but high levels of performance create feelings of delight to the feature.
Options
- AThe answer for must-be- User satisfaction is not proportional to the performance of the feature. The lower the performance, the lower the user satisfaction, but high performance creates feelings of indifference to the feature. One-way - User satisfaction is proportional to the performance of the feature. The higher the performance, the higher the user satisfaction. The lower the performance, the lower the user satisfaction. Attractive - User satisfaction is not proportional to the performance of the feature; low levels of performance create feelings of indifference to the feature, but high levels of performance create feelings of delight to the feature.
How the community answered
(31 responses)- A100% (31)
Explanation
Option A correctly captures the asymmetric relationship between performance and satisfaction for must-be and attractive qualities, and the linear relationship for one-way quality. The key distinction is: must-be features cause dissatisfaction when absent but only indifference when present (customers expect them); one-way features scale satisfaction directly with performance in both directions; and attractive features surprise and delight when present but cause no dissatisfaction when absent. A common distractor error is swapping the indifference direction - confusing must-be (indifferent at high performance) with attractive (indifferent at low performance). Another trap is treating one-way as asymmetric when it is the only purely linear/proportional category of the three.
Memory tip: Think of the curve shapes on a satisfaction-vs-performance graph - Must-be flattens at the top (indifference ceiling), Attractive flattens at the bottom (indifference floor), and One-way is a straight diagonal line through the middle.
Satisfaction
^
| [Attractive] /¯¯¯¯
| /
| [One-way] /
| /
| [Must-be] ___/
| /
+-------------------> Performance
(indifference shown as flat segment)
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