{"id":538,"date":"2024-09-17T18:02:32","date_gmt":"2024-09-17T16:02:32","guid":{"rendered":"https:\/\/www.onestone.be\/blog\/?p=538"},"modified":"2025-04-10T14:49:43","modified_gmt":"2025-04-10T12:49:43","slug":"wat-is-het-kano-model","status":"publish","type":"post","link":"https:\/\/www.onestone.be\/blog\/wat-is-het-kano-model\/","title":{"rendered":"Wat is het kano model?"},"content":{"rendered":"<div  class='avia-slideshow av-7q3zm-845c5103aed5260851c700c41ffe8471 avia-slideshow-featured av_slideshow avia-slide-slider  avia-builder-el-0  el_before_av_one_full  avia-builder-el-first  kj-header-blog av-slideshow-ui av-control-default av-slideshow-manual av-loop-once av-loop-manual-endless av-default-height-applied avia-slideshow-1' data-slideshow-options=\"{&quot;animation&quot;:&quot;slide&quot;,&quot;autoplay&quot;:false,&quot;loop_autoplay&quot;:&quot;once&quot;,&quot;interval&quot;:5,&quot;loop_manual&quot;:&quot;manual-endless&quot;,&quot;autoplay_stopper&quot;:false,&quot;noNavigation&quot;:false,&quot;bg_slider&quot;:false,&quot;keep_padding&quot;:false,&quot;hoverpause&quot;:false,&quot;show_slide_delay&quot;:0}\"  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><ul class='avia-slideshow-inner ' style='padding-bottom: 28.666666666667%;'><li  class='avia-slideshow-slide av-7q3zm-845c5103aed5260851c700c41ffe8471__0  av-single-slide slide-1 slide-odd'><div data-rel='slideshow-1' class='avia-slide-wrap '   ><img decoding=\"async\" fetchpriority=\"high\" class=\"wp-image-543 avia-img-lazy-loading-not-543\"  src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/geen-toilet-papier-1500x430.jpg\" width=\"1500\" height=\"430\" title='geen-toilet-papier-dissatisfier' alt=''  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/geen-toilet-papier-1500x430.jpg 1500w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/geen-toilet-papier-300x86.jpg 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/geen-toilet-papier-1030x295.jpg 1030w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/geen-toilet-papier-768x220.jpg 768w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/geen-toilet-papier-1536x440.jpg 1536w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/geen-toilet-papier-2048x587.jpg 2048w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/geen-toilet-papier-705x202.jpg 705w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/geen-toilet-papier-scaled.jpg 1920w\" sizes=\"(max-width: 1500px) 100vw, 1500px\" \/><\/div><\/li><\/ul><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1r2eze-1bf8fb4f40d41b38a0735183408876a0\">\n#top .flex_column.av-1r2eze-1bf8fb4f40d41b38a0735183408876a0{\nmargin-top:-70px;\n}\n.flex_column.av-1r2eze-1bf8fb4f40d41b38a0735183408876a0{\nborder-radius:10px 10px 10px 10px;\npadding:25px 25px 25px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-1.svg) 100% 100% no-repeat scroll #174a60;\n}\n.responsive #top #wrap_all .flex_column.av-1r2eze-1bf8fb4f40d41b38a0735183408876a0{\nmargin-top:-70px;\n}\n<\/style>\n<div  class='flex_column av-1r2eze-1bf8fb4f40d41b38a0735183408876a0 av_one_full  avia-builder-el-1  el_after_av_slideshow  el_before_av_one_full  kj-intro-blog first flex_column_div  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m16lx0d6-013e00fbf315a36850efb54d908dca41\">\n#top .av_textblock_section.av-m16lx0d6-013e00fbf315a36850efb54d908dca41 .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-m16lx0d6-013e00fbf315a36850efb54d908dca41 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h1>Wat is het Kano model?<\/h1>\n<p class=\"p1\">Het Kano model wordt gebruikt om alle elementen waaruit onze dienst of product bestaat te in te delen in verschillende categorie\u00ebn, op basis van het effect dat ze hebben op de klant. Op die manier kunnen we selecteren op welke elementen we onze resources willen inzetten, welke we willen negeren en welke elementen we willen introduceren om een wow-effect te cre\u00ebren bij onze klanten. Eens we onze selectie gemaakt hebben, kunnen we ze gebruiken om <a href=\"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/\">een sterke customer journey op te maken<\/a>.<\/p>\n<p><!--more--><\/p>\n<\/div><\/section><\/div>\n<div  class='flex_column av-1jiq4a-7f0bc8551b4bcf04be19ba4ae604a923 av_one_full  avia-builder-el-3  el_after_av_one_full  el_before_av_image  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-m16lxu2s-2a3c64e917192d7a472732294f695f2b '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 class=\"p1\"><span class=\"s1\">De categorie\u00ebn van het Kano-model<\/span><\/h2>\n<p class=\"p2\">Het Kano model bestaat al sinds de jaren tachtig. Het zal je dan ook niet verwonderen dat er ondertussen ontelbaar veel versies zijn ontstaan. Wij houden het bij de meest eenvoudige versie, omdat die categorie\u00ebn de meest bruikbare elementen bevatten. Daarna wordt het muggenziften.<\/p>\n<p class=\"p2\">Het zou kunnen dat je elders andere benamingen ziet voor de verschillende categorie\u00ebn. Zo lang je onthoudt waar iedere categorie voor staat, maakt het in feite niet uit hoe je ze noemt. Zo lang je weet wat de eigenschappen zijn<\/p>\n<p class=\"p1\">De indeling<\/p>\n<p class=\"p2\">Het Kano model bestaat uit twee assen. De x-as duidt aan hoe <b>goed <\/b>we iets doen. De y-as duidt aan hoe <strong>(on)<\/strong><b>tevreden<\/b> het onze klant maakt. De indeling van de verschillende elementen van onze dienst, gebeurt op basis van hoe ze zich bewegen op de verschillende assen.<\/p>\n<p class=\"p2\">De drie categorie\u00ebn zijn:<\/p>\n<ul>\n<li>Performance metrics<\/li>\n<li>Dissatisfiers<\/li>\n<li>Satisfiers<\/li>\n<\/ul>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m16mcsjk-3de535ea23d2a4ddbfc72562df2ca348\">\n.avia-image-container.av-m16mcsjk-3de535ea23d2a4ddbfc72562df2ca348 img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-m16mcsjk-3de535ea23d2a4ddbfc72562df2ca348 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-m16mcsjk-3de535ea23d2a4ddbfc72562df2ca348 av-styling- avia-align-center  avia-builder-el-5  el_after_av_one_full  el_before_av_one_full '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-526 avia-img-lazy-loading-not-526 avia_image ' src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/kano-model-satisfiers-dissatisfiers-300x217.png\" alt='' title='kano-model-satisfiers-dissatisfiers'  height=\"217\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/kano-model-satisfiers-dissatisfiers-300x217.png 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/kano-model-satisfiers-dissatisfiers-768x557.png 768w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/kano-model-satisfiers-dissatisfiers-705x511.png 705w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/kano-model-satisfiers-dissatisfiers.png 938w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div>\n<div  class='flex_column av-1cnife-e2d11068ed61c7a92a8b669e52330c00 av_one_full  avia-builder-el-6  el_after_av_image  el_before_av_one_third  first flex_column_div  '     ><section  class='av_textblock_section av-m16m2enp-eda917a54146f9f4c7dc43fd779b5667 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h3 class=\"p1\">Performance metrics<\/h3>\n<p class=\"p2\">Elementen die de klant enorm tevreden maken als we ze enorm goed doen en enorm ontevreden als we ze enorm slecht doen, noemen we performance metrics. Denk maar aan de vriendelijkheid van het personeel of de snelheid waarmee je pakketje geleverd wordt.<\/p>\n<h3 class=\"p1\">Dissatisfiers<\/h3>\n<p class=\"p2\">Dissatisfiers zijn elementen die onze klanten verwachten, maar die hen niet blij maken als ze zeer goed zijn.<\/p>\n<p class=\"p2\">Zo is er niemand die opschept over het feit dat zijn nieuwe iPhone altijd bereik heeft. Andersom is het een reden om nooit meer een iPhone aan te schaffen als de connectiviteit zeer slecht is.<\/p>\n<h3 class=\"p1\">Satisfiers<\/h3>\n<p class=\"p2\">Satisfiers zijn het omgekeerde van dissatisfiers. Onze klant verwacht ze niet, maar zelfs als we ze middelmatig goed doen, maken ze de klant zeer tevreden.<\/p>\n<p class=\"p2\">Neem bijvoorbeeld dat je in een doe-het-zelf zaak een zwaar voorwerp aanschaft. Als een medewerker jou spontaan aanbiedt om je te helpen je materiaal naar je wagen te dragen, zou je dat waarschijnlijk appreci\u00ebren.<\/p>\n<h2 class=\"p4\"><span class=\"s1\">Valkuilen bij het kano-model<\/span><\/h2>\n<h3 class=\"p1\">Indelingen fluctueren<\/h3>\n<p class=\"p2\">Veel elementen van je dienst of product zullen altijd in \u00e9\u00e9n categorie blijven. Mensen zullen altijd ontevreden zijn wanneer er geen wc-papier in de toiletten aanwezig is. Maar is dat wel zo?<\/p>\n<p class=\"p2\">Alles hangt af van wat jouw klant gewend is. Gaat hij bijvoorbeeld steeds op reis naar campings waar het de gewoonte is om je eigen wc-papier te voorzien? Dan zou het zomaar eens kunnen dat de aanwezigheid van voldoende wc-papier bij jouw camping als satisfier wordt aanzien.<\/p>\n<p class=\"p2\">Omgekeerd: bieden jouw medewerkers altijd aan om zware producten te helpen tillen? Dan zal de afwezigheid van dat spontane gebaar voor ontevredenheid zorgen.<\/p>\n<h3 class=\"p2\">Leer omgaan met gewenning<\/h3>\n<p class=\"p2\">Klanten wennen zeer snel aan diensten en voordelen. Zorg er voor dat de diensten die je als satisfier inzet in al jouw filialen op dezelfde manier gedaan worden. En dat ze de moeite waard zijn. Is dat niet houdbaar? Zorg er dan voor dat ze zo uitzonderlijk zijn, dat klanten er nooit aan wennen.<\/p>\n<h3 class=\"p1\">Let op met giften<\/h3>\n<p class=\"p2\">Giften zijn \u2018gemakkelijke\u2019 satisfiers. Wij raden ze altijd af. De reden is dat giften als \u2018afkopen\u2019 gezien worden. Het heeft jou als bedrijf geen enkele moeite gekost en het maakt jouw relatie met de klant transactioneel.<\/p>\n<\/div><\/section><\/div>\n<div class='flex_column_table av-18ot2y-34e09bcbb57ef0ce27be254a1e28007f sc-av_one_third av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-18ot2y-34e09bcbb57ef0ce27be254a1e28007f\">\n#top .flex_column_table.av-equal-height-column-flextable.av-18ot2y-34e09bcbb57ef0ce27be254a1e28007f{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-18ot2y-34e09bcbb57ef0ce27be254a1e28007f av_one_third  avia-builder-el-8  el_after_av_one_full  el_before_av_three_fifth  first flex_column_table_cell av-equal-height-column av-align-middle  column-top-margin'     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m16m7z1v-3f4f288cea751949976d0a4be232c0b4\">\n.avia-image-container.av-m16m7z1v-3f4f288cea751949976d0a4be232c0b4 img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-m16m7z1v-3f4f288cea751949976d0a4be232c0b4 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-m16m7z1v-3f4f288cea751949976d0a4be232c0b4 av-styling-circle avia-align-center  avia-builder-el-9  avia-builder-el-no-sibling '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-541 avia-img-lazy-loading-not-541 avia_image ' src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-300x244.jpg\" alt='' title='Debra-Dirickx-onestone'  height=\"244\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-300x244.jpg 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-1030x837.jpg 1030w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-768x624.jpg 768w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-1536x1248.jpg 1536w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-1500x1219.jpg 1500w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-845x684.jpg 845w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-705x573.jpg 705w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot.jpg 1600w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><\/div>\n<div class='av-flex-placeholder'><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-155rs2-dd5d958cd27107e35d2dc9ef287a447a\">\n#top .flex_column_table.av-equal-height-column-flextable.av-155rs2-dd5d958cd27107e35d2dc9ef287a447a{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-155rs2-dd5d958cd27107e35d2dc9ef287a447a av_three_fifth  avia-builder-el-10  el_after_av_one_third  el_before_av_one_full  flex_column_table_cell av-equal-height-column av-align-middle  column-top-margin'     ><section  class='av_textblock_section av-m16mck03-40defbabe61b945232aed2e9e6200866 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><blockquote>\n<p>Geschreven door <a href=\"https:\/\/www.onestone.be\/team\/debra-dirickx-3\/\">Debra Dirickx<\/a><br \/>\nCustomer Strategy Expert @Onestone<\/p>\n<\/blockquote>\n<p>Mijn biotoop is klantenservice. Waar word ik warm van? Geweldige idee\u00ebn tot leven brengen. Ik durf ambitieuze doelen stellen, maar voeg ook graag wat pragmatisme en gezond verstand toe om die doelen concreet te maken.<\/p>\n<\/div><\/section><\/div><\/div><!--close column table wrapper. Autoclose: 1 -->\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-xl1vm-3e3c6654ec999e4d43ce6bfeed7fdae7\">\n.flex_column.av-xl1vm-3e3c6654ec999e4d43ce6bfeed7fdae7{\nborder-radius:10px 10px 10px 10px;\npadding:35px 25px 15px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-wit-2.svg) 100% 0% no-repeat scroll #d84d0c;\n}\n<\/style>\n<div  class='flex_column av-xl1vm-3e3c6654ec999e4d43ce6bfeed7fdae7 av_one_full  avia-builder-el-12  el_after_av_three_fifth  avia-builder-el-last  first flex_column_div avia-full-stretch  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-qrquy-20624da65e4fbe3e84dc05e77ba0fd4a\">\n#top .av_textblock_section.av-qrquy-20624da65e4fbe3e84dc05e77ba0fd4a .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-qrquy-20624da65e4fbe3e84dc05e77ba0fd4a '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h3 style=\"text-align: center;\">Op de hoogte blijven?<\/h3>\n<p style=\"text-align: center;\">Benieuwd naar meer artikelen, expertinzichten of updates van Onestone<\/p>\n<p style=\"text-align: center;\">Volg ons dan op Social Media.<\/p>\n<\/div><\/section><br \/>\n<div  class='avia-buttonrow-wrap av-ki816-e2e0f199248fd27fe398e119fdff08c5 avia-buttonrow-center  avia-builder-el-14  el_after_av_textblock  avia-builder-el-last '>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1nczm-e7cd811bb0207944497b81820ea38fd3\">\n#top #wrap_all .avia-button.av-1nczm-e7cd811bb0207944497b81820ea38fd3{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-1nczm-e7cd811bb0207944497b81820ea38fd3:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/www.linkedin.com\/company\/one-stone-nv\/'  class='avia-button av-1nczm-e7cd811bb0207944497b81820ea38fd3 avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue8fc' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-ahdai-b98fdb47dd9266f43966dddff9fbc865\">\n#top #wrap_all .avia-button.av-ahdai-b98fdb47dd9266f43966dddff9fbc865{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-ahdai-b98fdb47dd9266f43966dddff9fbc865:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/twitter.com\/Onestone_says'  class='avia-button av-ahdai-b98fdb47dd9266f43966dddff9fbc865 avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue932' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n<\/div><\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Het Kano model is een handig model om in kaart te brengen hoe je je klanten tevredener kan maken. Hoe zit het in elkaar?<\/p>\n","protected":false},"author":23,"featured_media":543,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[10,8,9,11],"class_list":["post-538","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tools-en-technieken","tag-dissatisfiers","tag-kano-model","tag-performance-metrics","tag-satisfiers"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Het kano model, wat is het? Hoe zet je dit succesvol in.<\/title>\n<meta name=\"description\" content=\"Het Kano-model is gebaseerd op het idee dat klanten verschillende verwachtingen hebben van producten of diensten. 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