VOC1 Software of the platform on .
NET platform
Functional
Dysfunctional
VOC2 Sync your emails, calendar with software
Functional
Dysfunctional
VOC3 Drag & drop dashboard
Functional
Dysfunctional
VOC4 Payment Gateway Integration
Functional
Dysfunctional
Kano Evaluation Table
Customer 1 Customer 2 Customer 3 Customer 4
If we offer .NET platform Like It Neutral Like It Like It
If we don't offer .NET platform Neutral Neutral Dislike It Live With
Kano Evaluation - VOC 1 A I O A
If we offer sync facility Must Be Like It Must Be Like It
If we don't offer sync facility Dislike It Live With Dislike It Dislike It
Kano Evaluation - VOC 2 M I M O
If we have drag & drop facility for dashboard Like It Neutral Like It Neutral
If we don't offer drag & drop facility Live With Live With Dislike It Neutral
Kano Evaluation - VOC 3 A I O I
If we have allow payment gateway integration Must Be Must Be Like It Neutral
If we don't allow payment gateway integration Dislike It Dislike It Dislike It Neutral
Kano Evaluation - VOC 4 M M O I
Tabulation of Survey Results
A O M I
VOC - 1 2 2 4 2
VOC - 2 4 4 2
VOC - 3 4 1 3
VOC - 4 3 4 3
VOC - Satisfaction/Dissatisfaction Coefficient Satisfaction Coefficient Dissatisfaction Coefficient
VOC - 1 0.4 0.6
VOC - 2 0.4 0.8
VOC - 3 0.625 0.125
VOC - 4 0.3 0.7
Customer 5 Customer 6 Customer 7 Customer 8 Customer 9 Customer 10
Must Be Neutral Like It Must Be Must Be Must Be
Dislike It Neutral Dislike It Dislike It Dislike It Dislike It
M I O M M M
Neutral Must Be Must Be Like It Like It Like It
Neutral Dislike It Dislike It Dislike It Dislike It Dislike It
I M M O O O
Neutral Like It Like It Like It Like It Dislike It
Live With Live With Like It Live With Live With Like It
I A Q A A R
Like It Must Be Neutral Must Be Neutral Like It
Dislike It Dislike It Live With Dislike It Live With Dislike It
O M I M I O
R Q
1 1
issatisfaction Coefficient
VOC Dissatisfaction Index Satisfaction Index
VOC - 1 0.5 0.4 Kano Model
VOC - 2 0.8 0.4
VOC - 3 0.125 0.625 1
VOC - 4 0.7 0.3 0.9
https://youtu.be/nJ7DT_bOHto 0.8
0.7
Satisfaction Index
0.6
0.5
0.4
0.3
0.2
0.1
0
0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1
Disatisfaction Index
Kano Model
1
0.9
0.8
0.7
Satisfaction Index
0.6
0.5
0.4
0.3
0.2
0.7
Satisfaction Index
0.6
0.5
0.4
0.3
0.2
0.1
0
0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1
Dissatisfaction Index
0.8 0.9 1
0.9 1
