Exploring the Kano Model for Customer Satisfaction

In this episode of The Product Handbook, we unpack the Kano Model — a powerful tool that helps Product Managers go beyond “what users say they want” and focus on what actually drives satisfaction (and surprise delight).

You’ll learn how to categorize features into Must-haves, One-dimensional satisfiers, Delighters, and Indifferent extras, and how to use Kano surveys and evaluation tables to prioritize what’s worth building. We’ll even touch on a real-world case study that applied the Kano Model to... university libraries in Sweden (because yes, even bookworms need good UX).

This episode will help you think more strategically about customer feedback, allocate resources with intention, and maybe — just maybe — build something your users didn’t know they’d love.