Use Kano categories to prioritize guest-experience improvements by expectation type.
Sort each guest feedback card into the Kano category it most clearly represents. Basic Need Performance Need Delighter Reverse Feature The family restroom near the parade route was out of soap twice The posted wait was 30 minutes but we waited 58 The express pickup saved us 12 minutes at lunch Shorter security lines would make arrival feel much better A character surprised my child in the quiet garden and made the day The birthday message on the ride photo was unexpected and wonderful The loud celebration button embarrassed my teen in front of strangers The trivia host in queue…
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