One of the best survey tools around is the Kano survey questionnaire. The Kano model provides better understanding of the customer defined requirements or Critical to Satisfaction points (CTS). With this tool the focus is made on identifying and understanding the correct CTSs
When to use the Kano Survey
The Kano helps implement steps to develop a meaningful questionnaire during the Voice of the Customer (VOC) by using customer-stated importance ratings (i.e. Customer Feelings) when using the DFSS (Design for Six Sigma) methodology or approach. Not seen at all in the DMAIC approach, when properly used in DFSS, will weed out the customer “delighters” from the “must haves”.
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