The analysis grid is in the form of a graph. The horizontal axis of the graph indicates how fully functional a product or service is. The vertical axis shows how satisfied the customer is. The line going through the origin at 45 degrees represent the situation in which customer satisfaction is directly proportional to how fully functional the product or service is. In other words, it represents the situation in which the customer is more satisfied with a more fully functional product or service and less satisfied with a less functional product or service. Let us now understand how the basic performance The lighter requirements are represented on this grid.

The basic requirements are termed as must be ease. If these requirements are not met, the situation is considered as criminal. Absence of these requirements would directly make the customer this satisfied. The must be curve on this graph indicates aspects where the customer is more dissatisfied when the product is less functional, but where the customer satisfaction never rises above neutral, no matter how functional the product becomes. For instance, in the IMF bank example, not meeting the lead time of five days for loan processing causes a customer to be dissatisfied. meeting this lead time, however, does not raise the level of customer satisfaction.

Lead time of five days is expected, it is a must be requirement tooltip for the must be requirements situation, a little or a lot of given features leaves the customer unaffected, basically neutral and certainly not satisfied. However, any lack of that particular feature quickly this satisfies the customer