{
    "id": 937,
    "date": "2020-10-24T18:18:23",
    "date_gmt": "2020-10-24T16:18:23",
    "guid": {
        "rendered": "https:\/\/www.surveyrock.com\/blog\/?p=937"
    },
    "modified": "2020-10-24T20:39:46",
    "modified_gmt": "2020-10-24T18:39:46",
    "slug": "net-promoter-score-nps-with-online-survey",
    "status": "publish",
    "type": "post",
    "link": "http:\/\/www.surveyrock.com\/blog\/tr\/net-promoter-score-nps-with-online-survey\/",
    "title": {
        "rendered": "\u00c7evrimi\u00e7i Anket ile Net Tavsiye Skoru (NPS)"
    },
    "content": {
        "rendered": "<p>Net Tavsiye Skoru veya k\u0131saca NPS, m\u00fc\u015fterilerinizin \u00fcr\u00fcn\u00fcn\u00fcz\u00fc, hizmetinizi veya \u015firketinizi bir arkada\u015f\u0131na veya meslekta\u015f\u0131na tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131n ne kadar y\u00fcksek oldu\u011funu g\u00f6steren bir say\u0131d\u0131r.  Tek yapman\u0131z gereken a\u015fa\u011f\u0131daki gibi basit bir anket sorusu sormak. <\/p>\n\n\n\n<!--more-->\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24135322\/image-8.png\" alt=\"\" class=\"wp-image-938\" width=\"474\" height=\"144\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24135322\/image-8.png 632w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24135322\/image-8-300x91.png 300w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24135322\/image-8-150x46.png 150w\" sizes=\"auto, (max-width: 474px) 100vw, 474px\" \/><figcaption>Net Tavsiye Skoru Sorusu<\/figcaption><\/figure>\n\n\n\n<p>\u00dcr\u00fcn\u00fcn\u00fcz\u00fc tan\u0131tma ihtimali olan m\u00fc\u015fterilerin y\u00fczdesi al\u0131narak (9 veya 10 puan = \"destekleyenler\") ve tan\u0131tma ihtimali olmayan m\u00fc\u015fteriler \u00e7\u0131kar\u0131larak (6 veya daha d\u00fc\u015f\u00fck puan = \"k\u00f6t\u00fcleyenler\") hesaplan\u0131r.  Cevaplar\u0131 7 veya 8 olan ki\u015filer \"pasifler\" olarak adland\u0131r\u0131l\u0131r ve say\u0131lar\u0131 yaln\u0131zca genel y\u00fczde hesaplamas\u0131nda kullan\u0131l\u0131r.  Net Tavsiye Skoru, b\u00fcy\u00fck \u00f6l\u00e7\u00fcde basitli\u011fi ve kullan\u0131m kolayl\u0131\u011f\u0131 nedeniyle yayg\u0131n olarak pop\u00fclerdir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">NPS Nedir?<\/h3>\n\n\n\n<p>NPS, m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek i\u00e7in kullan\u0131lan \u00fcnl\u00fc bir y\u00f6netim arac\u0131d\u0131r.  O kadar pop\u00fclerdir ki \u015fu anda <a href=\"https:\/\/fortune.com\/longform\/net-promoter-score-fortune-500-customer-satisfaction-metric\/\" target=\"_blank\" rel=\"noreferrer noopener\">Fortune 1000'in \u00fc\u00e7te ikisi<\/a>.  Frederick Reichheld, Bain &amp; Company ve Satmetrix taraf\u0131ndan olu\u015fturulmu\u015ftur (ve tescilli ticari markas\u0131d\u0131r).  Net Tavsiye Skoru ilk olarak Aral\u0131k 2003 tarihli bir Harvard Business Review makalesinde \"<a rel=\"noreferrer noopener\" href=\"https:\/\/hbr.org\/2003\/12\/the-one-number-you-need-to-grow\" target=\"_blank\">B\u00fcy\u00fcmek \u0130\u00e7in \u0130htiyac\u0131n\u0131z Olan Tek Say\u0131<\/a>&#8220;.<\/p>\n\n\n\n<p>Bizi kullanarak <a rel=\"noreferrer noopener\" href=\"https:\/\/www.surveyrock.com\/template\/sample-net-promoter-score-nps-survey-template-13509\" target=\"_blank\">anket \u015fablonu<\/a> ile birka\u00e7 dakika i\u00e7inde kendi NPS anketinizi olu\u015fturabilirsiniz.  Yukar\u0131da g\u00f6sterilen soru, skoru hesaplamak i\u00e7in gereken tek \u015fey olsa da, en iyi uygulama, m\u00fc\u015fterileriniz veya m\u00fc\u015fterileriniz hakk\u0131nda daha fazla bilgi edinmek i\u00e7in takip sorular\u0131 eklemektir.  <\/p>\n\n\n\n<p>\u00d6zellikle \"Bu [\u015firketi\/\u00fcr\u00fcn\u00fc\/hizmeti] geli\u015ftirmek i\u00e7in ne yapabiliriz?\" gibi bir soru eklemenizi \u00f6neririz. <a href=\"https:\/\/support.surveyrock.com\/support\/solutions\/articles\/4000069988-use-one-of-our-many-sample-survey-templates\" target=\"_blank\" rel=\"noreferrer noopener\">\u015fablon<\/a>).  Bu anket sorusunun ard\u0131ndan daha fazla ayr\u0131nt\u0131 toplamak i\u00e7in \u00e7evrimd\u0131\u015f\u0131 bir telefon g\u00f6r\u00fc\u015fmesi veya e-posta g\u00f6nderilebilir.  Ama\u00e7, hizmetinizi veya \u00fcr\u00fcn\u00fcn\u00fcz\u00fc geli\u015ftirerek k\u00f6t\u00fcleyenleri destekleyenlere d\u00f6n\u00fc\u015ft\u00fcrmektir!  <\/p>\n\n\n\n<p>M\u00fc\u015fteri etkile\u015fimlerinizde ve takibinizde bir NPS anketi kulland\u0131\u011f\u0131n\u0131zda, hizmetinizi geli\u015ftirmekle ilgilendi\u011finize ve onlar\u0131n nas\u0131l hissettiklerini \u00f6nemsedi\u011finize dair g\u00fc\u00e7l\u00fc bir mesaj g\u00f6ndermi\u015f olursunuz.  Onlara m\u00fc\u015fteri ba\u015far\u0131s\u0131na olan ba\u011fl\u0131l\u0131\u011f\u0131n\u0131z\u0131 g\u00f6sterirsiniz.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">NPS'nin Hesaplanmas\u0131<\/h3>\n\n\n\n<p>NPS'yi hesaplamak kolayd\u0131r.  \u00d6nce destek verenlerin say\u0131s\u0131ndan kar\u015f\u0131 \u00e7\u0131kanlar\u0131n say\u0131s\u0131n\u0131 \u00e7\u0131kar\u0131n ve bunu soruyu yan\u0131tlayan ki\u015fi say\u0131s\u0131na b\u00f6l\u00fcn.  Matematiksel olarak \u015f\u00f6yle g\u00f6r\u00fcnecektir:<\/p>\n\n\n\n<div class=\"wp-block-mathml-mathmlblock\">\\[{Promot\u00f6rlerSay\u0131s\u0131-Geri \u00c7ekilenlerSay\u0131s\u0131 \\over Promot\u00f6rlerSay\u0131s\u0131+PasiflerSay\u0131s\u0131+Geri \u00c7ekilenlerSay\u0131s\u0131}*100\\]<script type=\"text\/javascript\" src=\"https:\/\/www.surveyrock.com\/blog\/wp-includes\/js\/dist\/hooks.min.js?ver=dd5603f07f9220ed27f1\" id=\"wp-hooks-js\"><\/script>\n<script type=\"text\/javascript\" src=\"https:\/\/www.surveyrock.com\/blog\/wp-includes\/js\/dist\/i18n.min.js?ver=c26c3dc7bed366793375\" id=\"wp-i18n-js\"><\/script>\n<script type=\"text\/javascript\" id=\"wp-i18n-js-after\">\n\/* <![CDATA[ *\/\nwp.i18n.setLocaleData( { 'text direction\\u0004ltr': [ 'ltr' ] } );\n\/\/# sourceURL=wp-i18n-js-after\n\/* ]]> *\/\n<\/script>\n<script  async type=\"text\/javascript\" src=\"https:\/\/cdnjs.cloudflare.com\/ajax\/libs\/mathjax\/2.7.7\/MathJax.js?config=TeX-MML-AM_CHTML\" id=\"mathjax-js\"><\/script>\n<\/div>\n\n\n\n<p>Puan -100 (herkes aleyhte) ile +100 (herkes lehte) aras\u0131nda bir say\u0131d\u0131r ve say\u0131 ne kadar y\u00fcksekse o kadar iyidir!  <\/p>\n\n\n\n<p>0'\u0131n \u00fczerindeki her NPS puan\u0131 iyidir.  Bu, kitlenizin daha sad\u0131k oldu\u011fu anlam\u0131na gelir.  20'nin \u00fczerindeki her \u015fey olumlu olarak kabul edilir. NPS sisteminin kayna\u011f\u0131 olan Bain &amp; Co, 50'nin \u00fczerinin m\u00fckemmel, 80'in \u00fczerinin ise birinci s\u0131n\u0131f oldu\u011funu \u00f6ne s\u00fcrmektedir. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/www.netpromoter.com\/compare\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" width=\"750\" height=\"546\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24175106\/2016-b2c-sps-sector-averages.jpg\" alt=\"NPS \u00f6rnek sekt\u00f6r kar\u015f\u0131la\u015ft\u0131rmalar\u0131\" class=\"wp-image-955\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24175106\/2016-b2c-sps-sector-averages.jpg 750w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24175106\/2016-b2c-sps-sector-averages-300x218.jpg 300w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24175106\/2016-b2c-sps-sector-averages-150x109.jpg 150w\" sizes=\"auto, (max-width: 750px) 100vw, 750px\" \/><\/a><figcaption>NPS Benchmarking | Kaynak: NICE Satmetrix<\/figcaption><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>Ne yaz\u0131k ki mutlak rakamlarla neyin iyi neyin k\u00f6t\u00fc bir skor oldu\u011funu s\u00f6ylemek pek m\u00fcmk\u00fcn de\u011fil \u00e7\u00fcnk\u00fc yukar\u0131daki grafikte de g\u00f6rebilece\u011finiz gibi her sekt\u00f6r biraz farkl\u0131d\u0131r.  <\/p>\n\n\n\n<p>Ayr\u0131ca b\u00f6lgesel farkl\u0131l\u0131klar da s\u00f6z konusudur.  \u00d6rne\u011fin, G\u00fcney Amerikal\u0131 t\u00fcketiciler genellikle <a href=\"https:\/\/www.businesswire.com\/news\/home\/20070222005121\/en\/Satmetrix-Reveals-Findings-Cultural-Differences-Customer-Loyalty\" target=\"_blank\" rel=\"noreferrer noopener\">daha y\u00fcksek memnuniyet puanlar\u0131<\/a> Japon t\u00fcketiciler ise di\u011fer k\u00fclt\u00fcrel gruplara g\u00f6re <a href=\"https:\/\/www.medallia.com\/press-release\/japanese-consumers-set-the-bar-for-high-standards-while-south-americans-are-the-easiest-to-please-new-research-finds\/\" target=\"_blank\" rel=\"noreferrer noopener\">memnun etmesi en zor<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">NPS Anketi Ne Zaman Kullan\u0131lmal\u0131?<\/h3>\n\n\n\n<p>Sizinle \u00e7al\u0131\u015fmaktan ne kadar keyif ald\u0131klar\u0131n\u0131 g\u00f6rmek i\u00e7in m\u00fc\u015fterilerinizi kontrol etmenin harika bir fikir olaca\u011f\u0131 \u00e7ok say\u0131da durum vard\u0131r.  \u0130\u015fte bunlardan sadece birka\u00e7\u0131:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Servis departman\u0131n\u0131zla bir etkile\u015fimi tamamlad\u0131ktan sonra.  Herhangi bir ayr\u0131nt\u0131y\u0131 unutmamalar\u0131 i\u00e7in bunun m\u00fcmk\u00fcn olan en k\u0131sa s\u00fcrede yap\u0131lmas\u0131 en iyisidir.<\/li><li>\u00dcr\u00fcn veya hizmetinizi kullanmay\u0131 bitirdiklerinde<\/li><li>Hizmetinizi kullanmaya ba\u015flad\u0131ktan k\u0131sa bir s\u00fcre sonra, sat\u0131\u015f\/pazarlama deneyimiyle ilgili herhangi bir eksiklik olup olmad\u0131\u011f\u0131n\u0131 ke\u015ffedin.  Bu ayn\u0131 zamanda herhangi bir sorunu erkenden yakalaman\u0131za yard\u0131mc\u0131 olur. Bu yakla\u015f\u0131m\u0131n bir di\u011fer avantaj\u0131 da zaman i\u00e7indeki ilerlemeyi g\u00f6rmenize olanak sa\u011flamas\u0131d\u0131r.<\/li><\/ul>\n\n\n\n<p>Genel olarak, bir NPS anketi en iyi m\u00fc\u015fteri hizmetinizle anlaml\u0131 bir d\u00f6n\u00fcm noktas\u0131na ula\u015ft\u0131ktan sonra veya m\u00fc\u015fteri uzun s\u00fcredir \u015firketinizde \u00e7al\u0131\u015f\u0131yorsa, belirli bir s\u00fcre sonra da\u011f\u0131t\u0131l\u0131r.<\/p>\n\n\n\n<p>Net Tavsiye Skoru \u00fcst d\u00fczey bir sinyaldir ve zaman i\u00e7inde izlenmeli ve \u00f6l\u00e7\u00fclmelidir.  Uzun vadeli m\u00fc\u015fteriler i\u00e7in d\u00fczenli olarak, belki de \u00fc\u00e7 ayda bir kontrol etmenizi \u00f6neririz.  Bunu, sorudan b\u0131kacaklar\u0131 kadar s\u0131k yapmak istemezsiniz, ancak gerekirse rotay\u0131 ayarlamak i\u00e7in size zaman verecek kadar s\u0131k olmas\u0131 gerekir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">NPS ile Ba\u015flarken<\/h3>\n\n\n\n<p>SurveyRock ile NPS kullanmaya ba\u015flamak \u00e7ok kolay.  Sadece&nbsp;<a href=\"https:\/\/www.surveyrock.com\/site\/login\">giri\u015f<\/a>&nbsp;veya&nbsp;<a href=\"https:\/\/www.surveyrock.com\/site\/signup\">Ba\u015flamak i\u00e7in \u00fccretsiz bir hesap olu\u015fturun<\/a>!  Anket panonuzdan \"+Olu\u015ftur \"a ve ard\u0131ndan \u00e7e\u015fitli anket \u015fablonlar\u0131m\u0131z\u0131 g\u00f6rmek i\u00e7in \"\u015eablondan Anket \"e t\u0131klay\u0131n.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"224\" height=\"149\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163418\/image-9.png\" alt=\"\" class=\"wp-image-945\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163418\/image-9.png 224w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163418\/image-9-150x100.png 150w\" sizes=\"auto, (max-width: 224px) 100vw, 224px\" \/><\/figure>\n\n\n\n<p>\"Net Tavsiye Skoru \"na ilerleyin ve \u00f6rnek bir anket g\u00f6rmek i\u00e7in ba\u015fl\u0131\u011fa veya NPS \u015fablonunu kontrol panelinize kopyalamak i\u00e7in \"Se\u00e7\" d\u00fc\u011fmesine t\u0131klay\u0131n.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"441\" height=\"51\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163740\/image-10.png\" alt=\"\" class=\"wp-image-946\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163740\/image-10.png 441w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163740\/image-10-300x35.png 300w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24163740\/image-10-150x17.png 150w\" sizes=\"auto, (max-width: 441px) 100vw, 441px\" \/><\/figure><\/div>\n\n\n\n<p>Art\u0131k istedi\u011finiz gibi \u00f6zelle\u015ftirebilece\u011finiz 4 sayfal\u0131k bir NPS anketiniz var. \u0130lk sayfa NPS sorusunun kendisidir.  \u0130kinci sayfa, m\u00fc\u015fterinin neden o numaray\u0131 se\u00e7ti\u011fine dair fikir edinmenize yard\u0131mc\u0131 olacak bir takip sorusudur.  \u00dc\u00e7\u00fcnc\u00fc sayfa demografik bilgiler konusunda size yard\u0131mc\u0131 olur ve son sayfa da sonraki ileti\u015fimlerinizde size yard\u0131mc\u0131 olur.  Hepsi bu kadar!<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24164354\/image-12.png\" alt=\"\" class=\"wp-image-948\" width=\"471\" height=\"136\" srcset=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24164354\/image-12.png 642w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24164354\/image-12-300x87.png 300w, https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2020\/10\/24164354\/image-12-150x44.png 150w\" sizes=\"auto, (max-width: 471px) 100vw, 471px\" \/><figcaption>Takip Sorusu<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">NPS Verilerinin Uygulanmas\u0131<\/h3>\n\n\n\n<p>Yani bir NPS anketi olu\u015fturdunuz ve \u015fimdi \u00f6zenle m\u00fc\u015fteri geri bildirimi topluyorsunuz.  Bir sonraki ad\u0131m ne olacak?  Bu bilgileri eyleme d\u00f6n\u00fc\u015ft\u00fcr\u00fclebilir istihbarata nas\u0131l d\u00f6n\u00fc\u015ft\u00fcrebilirsiniz?  Net Tavsiye Skoru'nun yarat\u0131c\u0131lar\u0131ndan biri olan Bain \u015funlar\u0131 \u00f6neriyor <a href=\"https:\/\/www.bain.com\/insights\/closing-the-customer-feedback-loop-newsletter\" target=\"_blank\" rel=\"noreferrer noopener\">baz\u0131 \u00f6neriler<\/a>.  <\/p>\n\n\n\n<p>\"\u015eirketinizin m\u00fc\u015fterilerle yapt\u0131\u011f\u0131 her i\u015flemin bir destek\u00e7i yaratmak i\u00e7in bir f\u0131rsat oldu\u011funu unutmay\u0131n. Ancak en \u00f6nemli m\u00fc\u015fteri deneyimleri, m\u00fc\u015fterileri memnun etme ya da yabanc\u0131la\u015ft\u0131rma konusunda en b\u00fcy\u00fck potansiyele sahip olan 'ger\u00e7ek anlar'd\u0131r.\"  Bain, \u015firket genelinde m\u00fc\u015fteri hizmetleri stratejinizi belirlemenize yard\u0131mc\u0131 olacak 5 maddelik bir m\u00fc\u015fteri geri bildirim kontrol listesi sunuyor.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u0130\u015fletmenizin m\u00fc\u015fterilerle olan en kritik be\u015f \"ger\u00e7ek an\u0131\" konusunda bir fikir birli\u011fine vard\u0131n\u0131z m\u0131?<\/li><li>\u00c7al\u0131\u015fanlar ve y\u00f6neticiler g\u00fcnl\u00fck veya haftal\u0131k olarak rutin bir \u015fekilde m\u00fc\u015fteri geri bildirimi al\u0131yor mu?<\/li><li>M\u00fc\u015fterilerinize geri bildirimlerinin s\u00fcre\u00e7lerinizi iyile\u015ftirme \u00fczerindeki etkisini bildiriyor musunuz?<\/li><li>Faaliyetlerinizin, hizmet geri kazan\u0131m s\u00fcre\u00e7leri yoluyla \u015fu anda aleyhtarlar\u0131n y\u00fczde ka\u00e7\u0131n\u0131 destekleyiciye d\u00f6n\u00fc\u015ft\u00fcrd\u00fc\u011f\u00fcn\u00fc biliyor musunuz?<\/li><li>Bir aleyhtar\u0131 bir destek\u00e7iye d\u00f6n\u00fc\u015ft\u00fcrmek i\u00e7in bir dolar de\u011feri koyabilir misiniz?<\/li><\/ul>\n\n\n\n<p class=\"has-cyan-bluish-gray-color has-text-color has-small-font-size\"><br><br>Net Promoter, Net Promoter Score ve NPS, Bain &amp; Company, Inc., Fred Reichheld ve Satmetrix Systems, Inc. \u015firketlerinin tescilli ticari markalar\u0131d\u0131r.<\/p>",
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        "rendered": "<p>Net Tavsiye Skoru veya k\u0131saca NPS, m\u00fc\u015fterinizin \u00fcr\u00fcn\u00fcn\u00fcz\u00fc, hizmetinizi veya \u015firketinizi bir arkada\u015f\u0131na veya meslekta\u015f\u0131na tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131n ne kadar y\u00fcksek oldu\u011funu g\u00f6steren bir say\u0131d\u0131r. Tek yapman\u0131z gereken a\u015fa\u011f\u0131daki gibi basit bir anket sorusu sormak.<\/p>",
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