kano pillars

The Kano model categorizes product features into five “pillars” that determine customer satisfaction:* **Must‑be (Basic) requirements** – expected features; their absence causes dissatisfaction, but their presence only prevents it. * **One‑dimensional (Performance) requirements** – the more you deliver, the more satisfied customers become; the less, the more dissatisfied. * **Attractive (Excitement) requirements** – unexpected delights that boost satisfaction dramatically when present, yet cause no dissatisfaction when absent. * **Indifferent requirements** – features that do not affect satisfaction either way. * **Reverse requirements** – features that some customers view as positive while others see them as... Views Nigeria