Agile Business Analysis Practice Exam 2025 - Free Agile Business Analysis Practice Questions and Study Guide

In the KANO model, features that evoke the highest level of customer satisfaction are classified as "exciter" or "delight" features. These features go beyond customer expectations and provide unexpected pleasures that can significantly enhance the overall user experience. When customers encounter these features, they are often delighted, which leads to increased satisfaction and loyalty.

Exciter features differ from other categories in that they are not necessary for basic functionality. Rather, they are innovative or additional elements that customers may not realize they want until they experience them. Their presence results in a substantial positive impact on customer satisfaction, while their absence does not necessarily cause dissatisfaction, as customers did not expect them in the first place. This distinction makes exciter features crucial for distinguishing a product or service in a competitive market and fostering strong customer relationships.