Sort guest needs with Kano
Sort spa guest experience features into Kano categories to guide prioritization.
Place each spa feature in the Kano bucket where it most likely belongs for a premium urban spa. Must-be Performance Delighter Reverse Clean working lockers with dry towels available Correct treatment, therapist, time, and price in the booking Massage pressure matched to the guest's stated preference Pre-treatment waiting time reduced from 15 minutes to 5 minutes Personalized post-treatment tea card tied to the guest's goal Unexpected three-minute sound-bath welcome for ritual packages Very chatty therapist narration throughout a relaxation treatment Automatic social photo moment in the lounge before treatments
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