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In Kano diagrams, what does 'exciters' means
  • a)
    Attributes of a product known to all
  • b)
    Features which customers wants in a product
  • c)
    Unique feature of product whose absence does not have impact on customers
  • d)
    Important features which customers do not talk about but known by them
Correct answer is option 'C'. Can you explain this answer?
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In Kano diagrams, what does exciters meansa)Attributes of a product kn...
Kano Model:
The Kano Model conceptualizes customer requirements. The model represents three major areas of customer satisfaction.
First area:
  • The first area of customer satisfaction, represented by the diagonal line, represents explicit requirements.
  • This includes written or verbal requirements and are easily identified, expected to be met, and are typically performance related.
Second area:
  • The second area of customer satisfaction represents innovations, as shown by the curved line in the upper left corner of the figure.
  • A customer's written instructions are often purposefully vague to avoid stifling new ideas during conceptualization and product definition.
  • Because they are unexpected, these creative ideas often excites and delight the customers.
  • Exciters are also known as delighters, these are unique features in a product which distinguishes it from other competitors. The absence of exciters will not make customer unhappy, as they do not know what is missing.
Third area:
  • The third and most significant area of customer satisfaction represents unstated or unspoken requirements as shown by the curve in the lower right corner of the figure.
  • The customer may indeed be unaware of these requirements, or they may assume that such requirements will be automatically supplied.
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In Kano diagrams, what does exciters meansa)Attributes of a product known to allb)Features which customers wants in a productc)Unique feature of product whose absence does not have impact on customersd)Important features which customers do not talk about but known by themCorrect answer is option 'C'. Can you explain this answer?
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