Satisfaction coefficient analysis calculates measures of satisfaction and dissatisfaction, based on a table showing Kano categorization by attribute. The coefficients are then displayed in a labeled scatterplot, which can be referred to as a Kano diagram.

## Calculating satisfaction and dissatisfaction

Satisfaction and dissatisfaction are referred to as *coefficients *and are calculated from the summary table of the Kano categorization analysis. The formulas are shown below, where sometimes a negative sign is put in front of the dissatisfaction calculation.

## Labeled scatterplot

The satisfaction and dissatisfaction scores are plotted on a labeled scatterplot, such as the one below, creating a *Kano diagram, *where either quadrants or lines are drawn on top to aid interpretation.

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