Kano Survey Delta
Purpose: Voice instrument fidelity and interpretation contract. General Kano theory is model-known.
Instrument
Ask paired questions for the same feature:
- Functional: how do you feel if the feature is present?
- Dysfunctional: how do you feel if the feature is absent?
Use the canonical responses consistently: Like, Expect, Neutral, Live with, Dislike. Rewording requires re-validation; do not mix a changed instrument with canonical classification tables.
Classification Matrix
| Functional \ Dysfunctional | Like | Expect | Neutral | Live with | Dislike |
|---|---|---|---|---|---|
| Like | Q | D | D | D | P |
| Expect | R | I | I | I | M |
| Neutral | R | I | I | I | M |
| Live with | R | I | I | I | M |
| Dislike | R | R | R | R | Q |
M Must-have, P Performance, D Delighter, I Indifferent, R Reverse, Q Questionable.
Reporting Contract
- Report counts and uncertainty per relevant segment; do not use universal sample-size cutoffs as proof of stability.
- Keep R and Q visible and investigate wording or segment conflict.
- Do not mix bug fixes with optional feature concepts in one interpretation.
- State field date; Kano categories can change as expectations mature.
Route Must-have/Delighter findings to Spark, performance measurement to Pulse, Q-heavy wording to Field, and persona divergence to Echo.