Advance HE Surveys Conference 2018 - Use of Kano Modelling - Claire Lucas

The gap between expectation and satisfaction in consumer products is analysed by Kano modelling which labels aspects of a product as ‘essential’ (a car must have a steering wheel) ‘nice to have’ (cruise control) ‘neutral’ (shiny buttons) or ‘delight’ (well delivered active cruise control). This session describes the results of this analysis on student module surveys with an ambition to determine “what in particular caused you to be dissatisfied with this module?”. The actual % Satisfaction and Dissatisfaction response to each question is combined with the Kano descriptor to form the ‘risk’ level of each factor. By plotting drivers of satisfaction against driver of dissatisfaction the questions can be categorised by Kano descriptors and a strategy for improvement found.