Can Feedback Nudges Enhance User Satisfaction? Kano Analysis for Different Eco-Feedback Nudge Features in a Smart Home App

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Berger, Michelle ; Gimpel, Henner ; Schnaak, Feline ; Wolf, Linda:
Can Feedback Nudges Enhance User Satisfaction? Kano Analysis for Different Eco-Feedback Nudge Features in a Smart Home App.
In: Electronic Markets. Bd. 35 (2025) . - 29.
ISSN 1422-8890
DOI: https://doi.org/10.1007/s12525-025-00763-1

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Abstract

Digital nudging in smart home apps promotes energy conservation behavior in everyday life, helping to mitigate climate change. Prior research demonstrates the promising effect of the digital nudging element eco-feedback supporting behavioral change. However, the effect depends on adopting and using smart home apps with eco-feedback integrated. Hence, investigating user preferences concerning eco-feedback nudges is crucial in developing smart home apps that satisfy users. Considering the eco-feedback nudge features derived from a structured literature review, we conducted two user surveys approximately one year apart and assessed user satisfaction using the Kano model. The Kano model categorizes these features according to whether the user expects the feature or not, and whether the feature has a positive effect on user satisfaction when implemented or a negative effect when not implemented. As a result, we examine the impact of different eco-feedback nudge features on user satisfaction. Our study evaluates the robustness of user satisfaction over time and thereby adds another perspective to the traditional focus on the effectiveness of these nudges. Combining both perspectives – effectiveness and user satisfaction – is valuable for developers and providers of smart home apps to suggest which eco-feedback nudge features to incorporate.