Customer feedback is normally fed into product design and engineering via quality surveys and therefore mainly comprises negative comments: complaints about things gone wrong. Whilst eradication of such problems will result in a feeling of satisfaction in existing customers, it will not instil the sense of delight required to attract conquest buyers. CUPID's aim is to conceive and evaluate ideas to stimulate product desirability through the provision of delightful features and execution. By definition, surprise and delight features cannot be foreseen, so we have to understand sensory appeal and, therefore, the “hidden” voice of the customer.


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    Title :

    Foresight Vehicle Programme - Customer Understanding Processes In Design


    Additional title:

    Sae Technical Papers


    Contributors:

    Conference:

    SAE 2002 World Congress & Exhibition ; 2002



    Publication date :

    2002-03-04




    Type of media :

    Conference paper


    Type of material :

    Print


    Language :

    English


    Keywords :


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