Free · six questions · about two minutes
CNS Needs Scorecard
How well do you think you meet your customers’ needs today, and which need should you look at first?
Free scorecard from Customer Needs Solution, run by Stephen Hewett. Open to anyone, no closing date, no limit on entries. Scorecard terms
Each question is one of the six CNS Needs Groups, written as your customer would say it. For each one, pick how well you think your business meets that need today. The answers use the same 1–5 performance scale that CNS uses with customers.
Your indicative score
In CNS, core needs come first. The aim is to deliver them consistently Positive at the lowest cost, with no gold-plating. “Money spent enriching a service beyond core, while core needs remain unmet, buys nothing and costs twice.”
How this is worked out: answers of 4–5 count as positive, 3 as passive and 1–2 as negative. The score is the percentage of positive answers minus the percentage of negative ones, from -100 to +100, which is how NetCNS is calculated. This is your own view, not your customers’. A real NetCNS comes from what your customers say and how they score each need, and it can differ from what the business thinks.
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