Must-be
These features are the customers' fundamental requirements. Missing Must-be features decrease customer satisfaction.
(Feature is absent) | |||||||||||||||||||||||||||||||||||||
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(Feature is present) |
|
Functional | Dysfunctional | Value |
---|---|---|
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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