14. “Basic Satisfaction” Lower Performance Higher Performance More Satisfied Less Satisfied Unspoken Expectations
15.
16. “Performance Satisfaction” Lower Performance Higher Performance More Satisfied Less Satisfied Spoken requirements Service standards
17.
18. Excited Satisfaction Lower Performance Higher Performance More Satisfied Less Satisfied Unspoken Special features Pleasant surprises
19. The Kano Model of Satisfaction Lower Performance Higher Performance More Satisfied Less Satisfied Basic Satisfaction Performance Satisfaction Excited Satisfaction