New
CNS Social Media Agent
A social media agent that drafts and schedules posts for your business. You approve each post, or ask for changes, in your CNS portal.
£99 a month, all in. First month only £69.
On its own or alongside the CNS core subscription. It’s a separate subscription, so you can cancel it on its own.
Next step
The next step for CNS Social Media Agent customers
Take the free scorecard Free · six Needs Groups · about two minutes
Buy the paperback Buy the Kindle
Customer Needs Solution (CNS) · for small and medium businesses
Find out which customer needs you’re missing, and what to fix first.
Customer Needs Solution (CNS) is a customer experience (CX) framework, created by Stephen R Hewett, for finding out which customer needs you’re missing and what to fix first.
See which customer needs you might be missing — then decide whether to listen properly.
Free scorecard from Customer Needs Solution, run by Stephen R Hewett. Open to anyone, no closing date, no limit on entries. Terms
Free scorecard from Customer Needs Solution, run by Stephen R Hewett. Open to anyone, no closing date, no limit on entries. Terms
The question CNS is built around
“How are we meeting our customers' needs on a day-by-day, week-by-week and month-by-month basis?”
CNS provides a framework for directing customer strategy and a high resolution, real-time picture of how well you are delivering on your customer needs & wants.
NetCNS is to operations what NPS is to marketing.
But it's more than just a metric. By looking at your business through the lens of customer needs, you will clearly understand what you must do to at a strategic and tactical level to consistently deliver excellence where it matters to customers.
Paperback and Kindle
Your NPS Moved. Why?
Find the needs behind the score. Paperback and Kindle on Amazon.
Buy the paperback Buy the Kindle
If you already claimed one of the five free ebooks on the launch list, that still stands.
What CNS makes possible
Deliver Basic Needs better, faster, cheaper
Developing genuine Innovation around Wants that deliver improved margin and/or new revenue streams
De-risk disruption from competitors
How CNS works: Listen, Act, Learn
Listen
“Define and measure the needs and wants of people (customers, staff, suppliers etc.)”
Act
“Better meet those needs and wants”
Learn
“Learn how you can adapt to changing needs and wants”
The six Needs Groups
- Effort
- Engagement
- Value
- Pace
- Knowledge
- Environment
See how each Needs Group is defined
Not sure where you stand? Score your business against the six Needs Groups in about two minutes.
Who is behind CNS
Stephen R Hewett, creator of NetCNS.
- CCXP (Certified Customer Experience Professional) and Fellow of the Institute of Consulting.
- Author of four books: “Your NPS Moved. Why?” (paperback on Amazon), “The Customer-Centric You”, “Customers Are The Agenda” and “People Centricity”.
- Global Thought Leader & Partner at a global consulting network.
CNS in practice: a B2B consumer credit business
“The benefits for the B2B consumer credit clients were clearer communication and clarity about what needs were not being met, evidence-based feedback from clients about what improvements / wants would be most appreciated…”
“Stephen is one of the rare people who can focus into the heart of an issue, whilst others are playing around the edges.”
Prefer to get CNS updates by email?
Leave your email and I’ll keep you posted about CNS. The free door-opener is still the scorecard.
Explore the framework
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What is CNS
What CNS is, how it works (Listen, Act, Learn), the hierarchy of needs, and the difference between needs and wants.
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The six Needs Groups
Effort, Engagement, Value, Pace, Knowledge and Environment: the needs that keep emerging from what customers say.
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NetCNS vs NPS
Why NPS alone tells you a number but not why, and how NetCNS scores which needs you are meeting.
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How implementation works
Five phases from Scope to Monitor & embed, each with an exit test; roles; and why the board has to lead.
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Digital Maturity Model
How digitally mature your organisation is, seen through the lens of customer needs, and how digital readiness differs from AI readiness.
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About Stephen
Stephen R Hewett, creator of NetCNS: background and credentials.
Questions people ask
What is the Customer Needs Solution (CNS)?
Customer Needs Solution (CNS) is Stephen R Hewett’s framework for understanding what customers need and measuring how well those needs are being met. It provides a framework for directing customer strategy and a high resolution, real-time picture of how well you are delivering on your customer needs and wants, so you know what to fix first.
What is NetCNS, and how does it relate to NPS?
NetCNS, the Net Customer Needs Score, measures how well customers’ needs are being met. NetCNS is to operations what NPS is to marketing: it works alongside NPS rather than replacing it. NPS tells you what; NetCNS tells you why. It runs from −100 to +100: the percentage of positive experiences minus the percentage of negative ones.
What are the six CNS Needs Groups?
The six core Needs Groups are Effort, Engagement, Value, Pace, Knowledge and Environment. They are the groups of customer needs that keep emerging from what customers say, across sectors. Their priority and mix vary from organisation to organisation.
How does CNS work?
CNS runs as a Listen, Act, Learn cycle. Listen: define and measure the needs and wants of people (customers, staff, suppliers). Act: better meet those needs and wants. Learn: adapt to changing needs and wants. In practice it runs through five phases: Scope, Listen, Codify and analyse, Play back and act, and Monitor and embed.
How much does CNS cost?
The CNS core subscription is £89 a month, and Voice Capture is £199 a month on top of it. The CNS Social Media Agent is £99 a month, with a first month of £69 for organisations new to it. Advice and Human Support is priced by scope.
Is there a free way to start?
Yes. The free CNS Needs Scorecard asks six questions, one for each Needs Group, and takes about two minutes. It is open to anyone, with no closing date and no limit on entries. It gives your own view of how well you meet your customers’ needs, not your customers’ view.
Who is behind CNS?
CNS was created by Stephen R Hewett, the sole creator of NetCNS. He is a CCXP (Certified Customer Experience Professional) and a Fellow of the Institute of Consulting, and the author of four books, including Your NPS Moved. Why?
More answers on the FAQ page.