Organizations accurate understanding of the needs of spiritual, cultural, social, technical and moral customers, to produce the product or service more attractive to consumers will be looking for a product or service that meets customer needs and expectations are certainly, they will be popular and will lead to increased satisfaction and loyalty to the organization. Studies have shown that many who understand and apply the personal needs of the customer in the design, product design and development as a key factor for success placed on the market. In many cases the product or service because of incorrect understanding of customer needs, not suitable and this has been a factor in the failure of the product or service.
Among the many approaches to analyze the needs and expectations of our customers have, Kano model is widely used by classified in the client's personal needs based on questionnaires. The results show that the benefit of using the Kano model in the categories of customer needs and expectations is a better understanding of the functions of the product or service. This procedure permits the designers to focus on development of product or service and define the product or service which meets the customers.
By the same token, customer and market research department utilizes experts and researchers using the Kano model and focus on the target customer organizations, with the help of statistical tools to discover and categorize emerging customer needs and customer requirements for product design / prioritize new service is stopped. Meanwhile, the impact of applying these requirements in customer satisfaction with product / new service organization measured and predicted that the amount of increase or decrease in customer satisfaction in elderly identified.
It is applicable to all organizations and companies offering products and services. If you would like to receive more information about the project with our colleagues in customer and market research department, please contact them