Kano questionnaire survey analysis

December 8, 2006 by Artem

Different potential user groups and even users within the same group can have different opinions on the product features. The only way to see the high-level picture is to question many users and to gather some statistics on the user preferences. If the user opinions are gathered with the help of Kano questionnaires, the answers can be analyzed in a simple table. For example, for some web-based word processor features, the user survey results could be as follows:

From this example it is evident, that:
1. The spellchecker feature is a mandatory one. Users might not applaud too much to it, but they would be really disappointed if it is missing
2. On the other hand support for many fonts appeared to be a linear feature. Users will like if there are many fonts supported, but only few are mandatory
3. The blogposting feature has two clear peaks. It is a sign of the fact that different user groups have different opinions about the feature. In this example, it might happen that one target group wants their current desktop word processor to be replaced with the web-based one, and another group just wants a tool for quick blogging from anywhere

Feature Categorization and Customer Satisfaction series:

• Kano model of customer satisfaction
• Kano questionnaires
• Kano questionnaire survey analysis

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