Post on 28-Nov-2014
description
Volunteering:Management v Engagement
Tiger de SouzaHead of Volunteering
Customer satisfied
Customer not satisfied
Expectation metExpectation not met
KANO model
WANT
EXPECT
DELIGHT
Source: Kano model
Thank you for your time
Tiger de Souzatiger@nspcc.org.uk / @whyofthetiger