These features are the customers' fundamental requirements. Missing Must-be features decrease customer satisfaction.
|(Feature is absent)|
(Feature is present)
|I dislike it||I like it||-2|
|I can tolerate it||I expect it||-1|
|I am neutral||I am neutral||0|
|I expect it||I can tolerate it||2|
|I like it||I dislike it||4|
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