Product management glossary
Kano model
Definition: The Kano model classifies product features by how they affect customer satisfaction: basic expectations, performance features and delighters.
Basic features are expected, so having them earns no credit, but missing them causes frustration. Performance features increase satisfaction the better they are. Delighters are unexpected features that create outsized satisfaction, and over time they become expected.
Kano helps teams balance a release, making sure the basics are covered before investing in delight. It is usually informed by customer surveys.