Sort boarding extras by customer expectation
Use Kano categories to decide which boarding features belong in base care, premium packages, or surprise-and-delight moments.
The business is adding premium extras while owner complaints show late routine updates. Kano: Must-be -> Performance -> Attractive The common trap is charging for or celebrating features customers already expect, then wondering why the surprise extras do not repair trust. Must-be Classify safety, clean rooms, correct feeding, meds, and basic stay updates as non-negotiable base care. Must-be features create dissatisfaction when absent, even if customers do not praise them when present. Performance Classify upgradeable intensity: extra walks, guaranteed update frequency, private play, webcam access, and suite size. Performance features can be packaged because more or better execution increases satisfaction.…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in