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APMG-International Exam AgileBA-Foundation Topic 6 Question 11 Discussion
Topic #: 6
In the KANO Model, what is NOT one of the three distinct types of customer need?
In the KANO Model, the three distinct types of customer needs are:
Expected (Basic Needs): These are the fundamental requirements that customers expect to be met. If these needs are not fulfilled, customers will be dissatisfied.
Normal (Performance Needs): These are the needs that customers explicitly state and expect to be fulfilled. The better these needs are met, the more satisfied the customers will be.
Exciters (Delight Needs): These are the features that go beyond customer expectations and provide delight when fulfilled.
'Teasers (When)' is not a type of customer need in the KANO Model.
The KANO Model focuses on Expected, Normal, and Exciters needs to categorize customer requirements and satisfaction levels.
Marcelle
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