This is an excerpt from the book "Five Minute Lean", by David McLachlan - a wonderful book that blends teaching of the tools, culture and philosophy of traditional Lean with a modern-day Lean parable. You can get the whole book on Amazon here and enjoy your own copy.
Make Feedback Meaningful with Kano Analysis
Alternatively to the Net Promoter Score, we can ask the following two questions to discover what delights or dissatisfies our customer:
- What did you love about your experience?
- What did you hate about your experience?
This gives us enough information to be able to separate the answers into three sections:
- Delighters (things customers love, or anything mentioned with an NPS score of eight or above),
- Satisfiers (NPS scores between five and eight), and;
- Dissatisfiers (things customers hate, or NPS scores of four or below).
Where traditional Kano analysis focuses on basic needs, expected needs and exciting needs of the customer, quantifying customer feedback using an actual number (NPS) and broadening the scope to include things the customer dislikes gives us much more room for improvement. The aim over time then becomes to increase the things that delight customers, continue doing the things that satisfy them and reduce the things that dissatisfy them.
Figure 1: Slightly different to traditional Kano analysis, separating the “Voice of the Customer” into Delighters, Satisfiers, and Dissatisfiers using the Net Promoter Score results can give us more information to improve. The aim becomes, over time, to increase Delighters, maintain or increase Satisfiers, and reduce Dissatisfiers.
You will probably notice that the answers we get in general will also fall into our three Lean “Customer Driven Metrics”, which are things that improve on Quality, Cost or Delivery times.
The next section focuses on the one most people would rather avoid – customer “Dissatisfiers” – and how we can actually use these to our advantage.
This is an excerpt from the book "Five Minute Lean", by David McLachlan - a wonderful book that blends teaching of the tools, culture and philosophy of traditional Lean with a modern-day Lean parable. You can get the whole book on Amazon here and enjoy your own copy.
Selected chapters from the story within Five minute Lean:
- Lean Parable – Where Lisa Makes a Change
- Lean Parable – Where Lisa Discovers a New Way
- Lean Parable – Where Lisa Performs a Balancing Act
- Lean Parable – Where Lisa Pulls the Trigger
- Lean Parable – Where Lisa Sets a New Standard
- Lean Parable – Where Lisa Becomes a Leader
Check out these selected chapters from the teachings within Five Minute Lean:
- Five Minute Lean – The Power of Incentives – What is Measured and Rewarded Improves
- Five Minute Lean – Implement With Agile for Fast Iterations and Feedback
- Five Minute Lean – Use Feedback to Fix and Guarantee
- Five Minute Lean: Glossary
- Five Minute Lean – Go to the Gemba
- Five Minute Lean – Collect and Measure Feedback With the Net Promoter Score
- Five Minute Lean – Add Important Data to Your Map
- Five Minute Lean – Create a Pull System with FIFO, Kanban Triggers and Visual Management
- Five Minute Lean – Create a Future State Value Stream Map
- Five Minute Lean – Build in Quality with Error-Proofing and Autonomation
- Five Minute Lean – Create a New Standard Procedure and Checklist for Quality Control
- Five Minute Lean – Value is Determined by the Customer
- Five Minute Lean – Use Pareto to Find Where to Start
- The Five Minute Catch-up
- Five Minute Lean – Use Kaizen and Kaizen Events to Help Stakeholder Buy-In
- Five Minute Lean – Help Your Process Flow with Line Balancing
- Five Minute Lean – Organise Your Process with Five S
- Five Minute Lean – Map the Value Stream to Reveal Opportunities
- Five Minute Lean – Gather Direct Feedback and Indirect Feedback
- Five Minute Lean – Present and Manage Your Change Using an A3 and LCA