In the Kano Model of customer satisfaction, this type of feature makes a product unique from its competitors and contributes 100% to positive customer satisfaction:

The correct answer is A. Excitement. The Kano Model categorizes features into three types: (1) Must-Have (Basic/Threshold) - expected features whose absence causes dissatisfaction but whose presence is neutral; (2) Performance (Linear) - features where more is better, contributing proportionally to satisfaction; and

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

Question

Options

AExcitement
BPerformance
CMust-have
DThreshold

How the community answered

(31 responses)

A
87% (27)
B
3% (1)
C
6% (2)
D
3% (1)

Explanation

The Kano Model categorizes features into three types: (1) Must-Have (Basic/Threshold) - expected features whose absence causes dissatisfaction but whose presence is neutral; (2) Performance (Linear) - features where more is better, contributing proportionally to satisfaction; and (3) Excitement (Delighters/Attractive) - unexpected features that delight customers when present, driving 100% positive satisfaction, yet cause no dissatisfaction when absent. Excitement features differentiate a product from competitors. Over time, excitement features can become performance or must-have features.

Topics

#Kano Model#Customer Satisfaction#Product Features#Excitement Features

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