KANO Questionnaire for online Taxi Service

Basics: Only those questions are asked, from the answers of which we can make corrective improvements
in our product and service.

The product cum service to be made is a cab/ taxi service for Anand. We understood the important
parameters for it through ZMET. Now by conducting this survey we would want to know the features we
want to put or not put into the product cum service.

The identified parameters on which the survey is made are –

1. Availability
2. Ease to locate
3. Driver and safety
4. Car attributes and comfort
5. Pricing
6. Ease of booking online

Kano feature survey

Objective: To launch a cab/auto service in Anand with facility of online booking to cater to connectivity
needs of customers while ensuring ease of access and transparency.

Please respond by circling the number that best matches how you feel about after reading each statement.

1- It must be that way

2- I like it that way
3- I am neutral
4- I can live with it that way
5- I dislike it that way

1 Availability of cab a whenever you avail a ride. 1 2 3 4 5

2 Accurate pickup location. 1 2 3 4 5
3 Taxi is clean and in good condition- Condition related 1 2 3 4 5
to hygiene
4 Taxi is in good serviceable condition 1 2 3 4 5
5 Rating provided to the driver is good - for driving 1 2 3 4 5
skill.
6 Taxi does not have boot space for luggage. 1 2 3 4 5
7 Easiness/ comfort of booking cab/taxi through an app 1 2 3 4 5
service (mobile application.)
8 Rating provided to the driver is good - for behavior 1 2 3 4 5
9 Unavailability of cab a when you want to avail a ride. 1 2 3 4 5
10 Discounts availability make you to book a ride online. 1 2 3 4 5
11 Taxi have air condition and comfortable seats. 1 2 3 4 5
12 Taxi is unclean and in bad hygiene condition 1 2 3 4 5
13 Taxi is in bad serviceable condition 1 2 3 4 5
14 Rating provided to the driver is bad - for behavior 1 2 3 4 5
15 Price of the ride influences you to book a taxi online. 1 2 3 4 5
16 Pickup location is not accurate. 1 2 3 4 5
17 Taxi has boot space for luggage. 1 2 3 4 5
18 Discounts availability does not make you to book a 1 2 3 4 5
ride online.
19 Taxi does not have air condition and comfortable 1 2 3 4 5
seats.
20 Booking cab/taxi through an app service (mobile 1 2 3 4 5
application) is difficult or uncomfortable.
21 Price of the ride influences your choice of cab type 1 2 3 4 5
(sedan, hatchback).
22 Rating provided to the driver is bad - for driving skill. 1 2 3 4 5
23 Price of the ride does not influence your choice of cab 1 2 3 4 5
type (sedan, hatchback).
24 Price of the ride does not influence you to book a taxi 1 2 3 4 5
online