PMI-ACP Question #167: Real Exam Question with Answer & Explanation

The correct answer is D: Threshold. In the Kano Model, Threshold features (also called Basic needs or Must-be features) are the baseline requirements customers expect as a minimum. Their absence causes extreme dissatisfaction and product failure, even if all other features are excellent. Delighters/Exciters (A and

Submitted by javi_es· Apr 18, 2026Value-driven Delivery

Question

As per the Kano Model of customer satisfaction, which features are MOST important for the product to be successful?

Options

AExciters
BLinear Features
CDelighters
DThreshold

Explanation

In the Kano Model, Threshold features (also called Basic needs or Must-be features) are the baseline requirements customers expect as a minimum. Their absence causes extreme dissatisfaction and product failure, even if all other features are excellent. Delighters/Exciters (A and C) are unexpected features that generate delight but their absence does not cause dissatisfaction. Linear features (B, also called Performance features) scale satisfaction proportionally. Without Threshold features met first, no amount of Delighters or Linear features can make the product successful.

Topics

#Kano Model#Customer Satisfaction#Product Success#Feature Categorization

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