In this webinar, David Muncaster, ASQ CSSBB, talks about understanding customer satisfaction and interpreting the Kano model. During this virtual talk, he covered the methods of collecting customer data, why it can be hard to get the “true” voice of the customer, and how using the Kano model can help you interpret those results into actionable strategies to improve your customer’s experience. This recording is posted with speaker permission. (Presented 2/21/19)
