Basic factors
What are basic factors?
These are the factors that must at least be present, the basic needs of the product or service. A telephone needs to be able to make calls and a hotel room needs a bed. If these factors are not present, this will cause the customer to be dissatisfied.
In addition to basic factors, there are also performance factors and WOW factors. With performance factors, the more of it there is, the happier the customer becomes. If there is less of it, the customer becomes less satisfied again. WOW factors are not missed when they are not present, but affect satisfaction very much when they are. The customer does not expect them, but are pleasantly surprised when they are.
You can identify the different customer needs and break them down into basic, performance and WOW factors using the KANO model.
related items
Customer Testimonial: Eurosafe
How does Eurosafe use LeanForms for risk assessments of confined spaces? Learn how experts document their findings and work toward standardized reporting.
ISO 9001:2026: Change or Real Improvement?
ISO 9001:2026 will be published on September 16, 2026. What changes are being made, and what do they mean for your quality management system?
NIS2 and Dutch SMEs
Cybersecurity has long since ceased to be a matter solely for the IT department. With the enactment of the Cybersecurity Act, digital resilience has explicitly become the responsibility of board members and executive management.
MKG & LeanForms Inspiration Afternoon
When shop floor data, process knowledge, and systems come together, clarity emerges. This interconnection was the focus of the MKG and LeanForms inspiration afternoon on July 1, 2026. At the Brainport Industries Campus (BIC) in Eindhoven, the discussion centered on how to make information from the field immediately usable within your processes.
Want to know more? Get in touch
Do you have questions or are you curious how LeanForms can support your organization? We are ready to answer all your questions! Get instant specialized advice on the best solution for your specific situation.
Tailor made solutions
No standard approach, but customized solutions. LeanForms adapts to your processes, not the other way around. Digitize smarter, work more efficiently and maintain full control, without IT complexity. From smart forms to automated workflows: We provide a solution that really works for your organization….
