Do not confuse basics with delights
Classify escape-room features as must-be, performance, delighter, indifferent, or reverse quality.
The move: protect trust before adding sparkle. Must-be quality Guests expect the room to be safe, clean, on time, fair, and functional. When these work, they may not mention them. When they fail, nothing else matters. Performance quality These improve satisfaction in proportion to delivery: better set detail, faster hint response, smoother onboarding, stronger puzzle flow, and clearer story. Attractive quality These are the memorable extras guests did not require: a personalized ending, an unexpected mechanical reveal, a brilliant photo moment, or a host callback that makes the group feel seen. Kano prevents the common operator mistake: funding delights while…
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