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.
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.