Quiz : How Much Do You Know About The Kano Model?

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| By Tonywh

Tonywh

Community Contributor

Quizzes Created: 4 | Total Attempts: 2,579

Questions: 10 | Attempts: 1,633 | Updated: Sep 23, 2022

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Quiz : How Much Do You Know About The Kano Model? - Quiz

Kano model is a way of assessing how a product and services impact customer satisfaction. How much do you know about the Kano model? Can you answer all the questions given in the quiz? You are expected to answer all the questions carefully. Are you up for the challenge? Why not invite some of your friends to play this quiz together? Wouldn't it be interesting? We wish you all the very best with this quiz!

Questions and Answers

1.

The Kano model identifies 4 levels of design requirements?
- A.
  
  TRUE
- B.
  
  FALSE
Correct Answer
B. FALSE

Explanation
There are 3 levels 1. Basic or essential features 2. Peformance - needed for effective operation 3. Excitement - will delight the customer and provide a competitive advantage.

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2.

In a needs analysis the customer may not have asked for basic features to be included in a design.
- A.
  
  TRUE
- B.
  
  FALSE
Correct Answer
A. TRUE

Explanation
The customer will generally assume that basic features will be include e.g. professional design standards.

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3.

In a needs analysis the designer's aim is to identify performance features.
- A.
  
  TRUE
- B.
  
  FALSE
Correct Answer
B. FALSE

Explanation
The designer's aim in the anlalysis is to identify the customers requirements and then determine the performance features to meet these requirements.

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0
1
4.

Client interviews may not identify excitement features.
- A.
  
  TRUE
- B.
  
  FALSE
Correct Answer
A. TRUE

Explanation
The client will often be unaware of the exciting 'things' that can be added to the product/service...the designer will know or find these 'things'out from research, etc.

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5.

Excitement features are known as the WOW! factor.
- A.
  
  TRUE
- B.
  
  FALSE
Correct Answer
A. TRUE

Explanation
True and these are the features that will give a product/ service a competitive advantage....hence the term "customer delights".

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6.

The customer needs that keep a company in the market are called ___________
- A.
  
  Performance Needs
- B.
  
  Basic Needs
- C.
  
  Excitement Needs
- D.
  
  Excess Needs
Correct Answer
A. Performance Needs

Explanation
Performance needs refer to the specific requirements or expectations that customers have regarding the performance or functionality of a product or service. These needs are essential for a company to stay competitive in the market because customers expect products to meet certain standards and deliver the desired outcomes. By focusing on meeting performance needs, companies can ensure customer satisfaction, loyalty, and ultimately, their survival in the market.

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7.

Which of the following is not a tool used to collect customer complaints?
- A.
  
  Social media
- B.
  
  Customer visits
- C.
  
  Asking the manager of the company to list down potential reasons for customer complaints
- D.
  
  None of the above
Correct Answer
C. Asking the manager of the company to list down potential reasons for customer complaints

Explanation
Asking the manager of the company to list down potential reasons for customer complaints is not a tool used to collect customer complaints because it involves relying solely on the manager's perspective and may not capture the actual complaints and concerns of the customers. Other options like social media and customer visits are more direct and effective ways to gather customer complaints as they allow for direct communication and feedback from the customers themselves.

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1
0
8.

________ defines activities that occur within an organization that ensures a customer is not only satisfied but also retained.
- A.
  
  Customer satisfaction
- B.
  
  Customer delight
- C.
  
  Customer care
- D.
  
  None of the above
Correct Answer
D. None of the above

Explanation
The given question asks for the definition of activities that occur within an organization to ensure customer satisfaction and retention. However, none of the options provided (customer satisfaction, customer delight, customer care) accurately define these activities. Therefore, the correct answer is "None of the above."

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9.

The customer needs that keep a company in the market are called ___________
- A.
  
  Performance Needs
- B.
  
  Excess Needs
- C.
  
  Basic Needs
- D.
  
  None of the above
Correct Answer
A. Performance Needs

Explanation
Performance needs refer to the specific requirements and expectations of customers regarding the performance and functionality of a product or service. These needs are essential for a company to stay competitive in the market as meeting or exceeding customer expectations in terms of performance is crucial for customer satisfaction and loyalty. By consistently delivering high performance products or services, a company can differentiate itself from competitors and maintain its position in the market.

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10.

Complaints, industry standards, and competitors' actions are techniques to gather information about Basic Needs.
- A.
  
  False
- B.
  
  True
Correct Answer
A. False

Explanation
Complaints, industry standards, and competitors' actions are techniques to gather information about customer preferences, market trends, and competitive landscape. They are not specifically related to gathering information about basic needs. Therefore, the statement is false.

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Current Version
Sep 23, 2022

Quiz Edited by
ProProfs Editorial Team
Jun 02, 2007

Quiz Created by
Tonywh

Quiz : How Much Do You Know About The Kano Model?

The Kano model identifies 4 levels of design requirements?

In a needs analysis the customer may not have asked for basic features to be included in a design.

In a needs analysis the designer's aim is to identify performance features.

Client interviews may not identify excitement features.

Excitement features are known as the WOW! factor.

The customer needs that keep a company in the market are called ___________

Which of the following is not a tool used to collect customer complaints?

________ defines activities that occur within an organization that ensures a customer is not only satisfied but also retained.

The customer needs that keep a company in the market are called ___________

Complaints, industry standards, and competitors' actions are techniques to gather information about Basic Needs.