The attributes are further divided into the following five categories according to their impact on customer satisfaction: (1) delighters
(IA > 0.4); (2) satisfiers (0.1 < IA [less than or equal to] 0.4); (3) hybrids (-0.1 [less than or equal to] IA [less than or equal to] 0.1); (4) dissatisfiers (-0.1 < IA [less than or equal to] - 0.4); and (5) frustrators (IA < -0.4).
In release liner for pressure sensitive labels, Buma underlined the importance of finding "a way to differentiate" for laminators--through alternative products that can deliver cost reductions, "delighters
" that can deliver problem solving, even for tiny issues, and true innovation--"which," she said, "is incremental but not huge.The term is used too loosely in this industry!"
According to FY/c, "Delighters
have the highest combined scores for Fitness for Purpose and Fitness for Use.
* Exciting needs ("delighters
"): things that patients do not think about as possibilities because they may not know what is technically possible.
Gemba walks for service excellence; the step-by-step guide for identifying service delighters
. (CD-ROM included)
To put it another way: Your customers are willing to endure the disappointers if you provide great experience delighters
Kano posited other types of needs as well, including "delighters
," and "indifferent." "Delighters
" are not expected, but when present they increase satisfaction, e.g., being able to keep beverages from spilling while driving.
Branding ideas and case of eating can only detract from the excitement of pizza, because they are expected attributes of the pizza experience, not delighters
for the category.
Thus process management becomes proactive in terms of delivering process delighters
or exciters (Kandampully, 1998).
EH: If you're a carrier you have to provide a minimum--price, range of products--but if you want us to like you better than anyone else, you've got to have those delighters
, which are things that we didn't expect.
The wants--sometimes referred to as "delighters
" or "exciters"--are those things customers would like to have but do not really expect, such as unusually outstanding service.