Using the Kano model as part of your VoC process – Kano questionnaire

Now that you understand the Kano model and the Kano questionnaire, no doubt you are asking: how does this tool relate to the VoC work we have done thus far, and how would one incorporate the Kano model into a VoC program?

As you may have already guessed, we can easily leverage the output of our requirements from the process we discussed in Chapter 7, Understanding the Customer's Voice and use it as a basis for our Kano survey. Before we do that, however, we must decide how we will administer our survey. As would be expected, the preferable method for administering a Kano survey is by conducting additional customer interviews—either by going back to the customers we interviewed previously, engaging with different customers, or a combination of the two. If that is not an option due to budget constraints, you can also send out a mail or email survey to your customer base. As you can imagine from our previous discussions on...