This identifies what the customer wants based on normal expectations and exceeding expectations .

Pleaee need show clear explanation please thank you....

This identifies what the customer wants based on normal expectations and exceeding expectations . It graphically shows where you fall on the continuum of customer satisfaction. Are you just meeting the basics or truly satisfying the voice of the customer?

1) VOC

2) expectation model

3) CS matrix

4) The Kano model