Whenever you want to assign a numerical value to your survey and/or visualize and compare trends, a rating question is the way to go. For routine customer satisfaction surveys, it's not necessary to ask 50 slightly varied questions about a customer's experience when those questions could be combined into 10 solid questions… Some market research questions will require research to find the answers. “The foot-in-the-door principle helps you create a first point of contact with a person, laying the groundwork for the rest of your survey. Remember, you’re essentially asking someone to work for free, so be respectful of their time. Market research or surveys collect valuable information and give crucial insights into areas such as product feedback, target markets, customer responsiveness, loyalty, understanding of buying habits, brand awareness and a lot more. Honestly, the real danger is not collecting feedback. For example, asking ‘What makes our product better than our competitors’ products?’ might boost your self-esteem, but it won’t get you good information because you’re planting the idea that your own product is the best on the market. If you could no longer read [publication name], what’s the one thing you would miss the most? How would you rate our service on a scale of 0-10? Explain why you’re asking the questions, and when people reach the end of the survey, remember to thank them for their time. To help us develop our line of a la carte marketing services…we welcome your input! Or you were trying to figure out something and now you finally decided to make a research about it? Few things are more frightening than stagnant sales. However, many of these questions are best asked as open ended questions. A good format for that is an exit-intent pop-up survey, which appears when a user clicks to leave the page. These questions are popular with marketing firms trying to qualify potential customers in order to direct marketing efforts. That’s not a good question to ask. These questions help you to understand and categorize your target market. How would you rate this article on a scale of 1-10? QuestionPro is the leader in market research surveys and marketing surveys. Pharmaceutical marketing and ethics; Effects of gender on a family buying decision; Factors that influence the level of impulse buying; Social media in marketing? You can stop surveying once you have enough replies. Is there anything preventing you from purchasing at this point? Asking for information like gender, race, or income at the beginning of a survey can influence how … Try starting off with a single question to see how your audience responds, then move on to two questions once you feel like you know what you’re doing. Demographic survey questions provide unique insights into the characteristics of your consumers and they often inform effective marketing strategies. Is our pricing clear? What is the main reason you're unsubscribing? It helps a business to know about their customers and for all these, you need to have a proper survey template. Send market segmentation surveys to people who purchase your products. What topics would you like to see us write about next? If you want to figure out why people are leaving your website, you’ll have to ask questions. It can also occur when a survey is too long or the questions too complex. Some of these questions are great as multiple choice, and you’ll see some suggested answers below. We'll explore the dos and don'ts of good question writing towards the end of this article. 100+ Hotjarians, 25+ countries, 1 goal: to give you and your team the insights you need to create experiences your users love. If you had a magic wand and could change anything in [product name], what would it be? Use Hotjar to build your survey, place it on your website or send it via email, and get the customer insight you need to grow your business. You can: To run both on-site surveys (that appear on a website page) and online surveys (that exist on a separate URL), you will need dedicated survey-building software like Hotjar. When you limit their answers, you just reinforce your own assumptions. “Don’t use surveys to ask people questions that other tools are better equipped to answer. What's the next feature or functionality we should build? Try to think about the problem you are interested in exploring. Copyright © 2010 - 2019A Research Guide. Let the sales team tell you the things you haven’t already thought of! A good survey question is asked in a precise way at the right stage in the buyer’s journey to give you solid data about your customers’ needs and drives. If you’re going to develop a marketing plan that really pushes sales enablement, you need to talk the sales reps out in the field. Asking the right survey questions can help you figure out what marketing messages work best, so you can double down on them. Maybe you are planning to start a business, this is the good chance to think over your marketing plan. Or use these market research questions … After all, they’re giving you free labor! It includes things like age, income, family makeup, education level, etc. What could we do to make this page more useful? These templates are written by expert researchers to help you get the best survey results. By focusing on customers who bought your product (but almost didn’t), you can learn how to win over another set of users who are similar to them: those who almost bought your products, but backed out in the end. Writing about something you truly want to makes the work much easier. How smartphones and tablets can be used to tap into customers thinking? What's the next thing you think we should build? While creating a survey, you can also include questions not directly related to customer satisfaction but important to you. Another way is to focus on the people who did convert, but just barely—something Hotjar CEO David Darmanin considers essential for taking conversions to the next level. In general, shorter surveys are better, so it’s important to make every question count. What convinced you to subscribe to [publication] today? When you ask a ‘yes’ or ‘no’ question. The Likert scale is typically a 5- or 7- point scale that evaluates a respondent’s level of agreement with a statement or the intensity of their reaction towards something. Do you have any questions before you complete your purchase? Do you have some favorite survey questions of your own? Polly Kay, Senior Marketing Manager at English Blinds, explains how these mix and match different types “A customer … What is the total number of employees in your company (including all locations where your employer operates)? “Rather than asking: ‘Why did you buy our product?’ ask ‘What was happening in your life that led you to search for this solution?’, Instead of asking: ‘What's the one feature you love about [product],’ I ask: ‘If our company were to close tomorrow, what would be the one thing you’d miss the most?’ These types of surveys have helped me double and triple my clients.”, Talia Wolf - Founder and Chief Optimizer at GetUplift. Is there anything on this page that doesn't work the way you expected it to? Analytics, user session recordings, and user testing can tell you whether it does that or not.". How likely are you to recommend us to someone with similar interests? Are your products overpriced and scaring away potential buyers? 1) using a closed-ended question to get your foot in the door at the beginning of a survey, and. of service and privacy policy. Asking a wide variety of questions will help you and your team get a complete view of what your customers are thinking. The best survey responses come from respondents who provide personal accounts of past events that give us specific and real insight into their lives. (please be specific). All rights reserved. These questions are also good, informal things to ask as part of getting to know respondents. Read more → our beginner’s guide to website feedback goes into great detail about how to measure customer service, NPS, and other important success metrics. If you could have changed one thing in [product name], what would it have been? “Overall, if you want to deliver an AMAZING customer experience, the SINGLE MOST IMPORTANT thing you can do is LEARN more about your customers so you can custom tailor that experience to them. That’s what you’re after: you want to know what it’s like inside their heads and how they feel when they use your website and products. If you could change just one thing in [publication name], what would it be? Here are 30 questions … For example, at Hotjar, we ask for feedback after each customer support interaction (which is one important measure of customer satisfaction). Questions … They also play a major role in market segmentation. One way to do this is by asking the right survey questions at the right point in their journey. Likert-type questions are also known as ordinal questions because the answers are presented in a specific order. How well do you understand your prospects and customers? The Net Promoter System (NPS) is a measure of how likely your customers are to recommend your products or services to their friends or colleagues. Before officially sending it out, we wanted to make sure the questions really worked. What was your biggest challenge, frustration, or problem in finding the right [product type] online? Some experts prefer the first-person approach (i.e., ‘I’ format) because they believe it encourages users to talk about themselves—but only you can decide which approach works best for your business. By clicking "Log In", you agree to our terms The world of marketing now is overloaded with new approaches, researches, and suggestions, the race of marketologists against the new technologies and markets never stops. At HubSpot, we use customer satisfaction surveys to understand the micro-level experiences of individual users and address their concerns, but we always return to macro-level questions like “Where is the … Also, marketing isn’t limited by the business: a country or even an ideology can become a brand and be promoted according to the rules of marketing. When the pressure is mounting, you’ve got to get to the bottom of it, and good survey questions can help you do just that. A loaded question is similar to a leading question, but it does more than just push a bias—it phrases the question such that it’s impossible to answer without confirming an underlying assumption. Copyright © 2014 - 2021 Hotjar Ltd. All rights reserved. It may be tempting to focus on your company or products, but it is usually more effective to put the focus back on the customer. Your job is to address your prospective customers’ concerns, counter their objections, and calm their fears, which should lead to more conversions. That’s how you’re going to take that 5% to 10%.”. Which other options did you consider before choosing [product name]? Just because a restaurant might sell a lot of lasagna doesn’t mean their lasagna is well-liked. Conduct a survey of your customers to identify the key aspects that you can improve to provide a better customer experience.”, Shane Barker - Digital Strategist, ShaneBarker.com. What other products would you like to see us offer? Our sample survey questions should give you a solid starting point on your journey toward really understanding your users. Read more → here’s a detailed piece about the best survey questions to ask your customers when your product isn’t selling, and why they work so well. How would you rate our support on a scale of 0-10? "By knowing which of your products is most liked, you can: A good rule of thumb is to aim for at least 100 replies that you can work with. It's not science. You should find out whether it helps people find what they need and whether it helps drive conversions for you. Benefits & Compensation; Career Development; Climate & Culture; Communications; Employee Engagement; … Below we collected a list of good survey questions that you can ask, and categorized them across e-commerce, software/Software as a Service (SaaS), and publishing. Worry no more! What is a product survey? What convinced you to pay for this service? If you want to learn about whether people find a new website feature helpful, you can also observe how they’re using it through analytics, session recordings, and other user testing tools for a more complete picture. Human beings are social creatures. In the beginning, focus on the big things: Don’t just use surveys to answer questions that other tools (such as analytics) can also help you answer. Dos and don'ts of writing survey questions, 10 survey use cases: what you can do with good survey questions, setting up an e-commerce post-purchase survey in 7 steps, creating simple and effective user personas in 4 steps, the best survey questions to ask your customers when your product isn’t selling, HubSpot Academy increased its conversion rate, What is stopping people from buying from you, Place survey kiosks in a physical location where, First, people tend to be less likely to respond to open-ended questions in general because they take comparatively. Tip: when you use a rating question in a survey, be sure to explain what the scale means (e.g., ‘1’ for ‘Poor’, 5 for ‘Amazing’). We’re influenced by people who are similar to us, and testimonials that explain how your product solved a problem are the ultimate form of social proof. The format you pick for your survey depends on what you want to achieve, and also on how much budget/resources you have. The reason I am saying this is that customer pain points differ from one industry to another and even from one company to another. The truth is, you’re probably already doing something that bugs them more than any survey or feedback button would. Get to know their needs, drives, pain points, and barriers to purchase by asking about their experience. Otherwise, instead of … A tip from us: don't ask these questions for the sake of it—if you're not going to use some of the data points (e.g. How effective is your messaging? Diana from A Research Guide Don't know how to start your paper? The majority of example questions included in this post are open-ended, and there are some good reasons for that: There are, however, a few downsides to open-ended questions: Closed-end questions limit a user’s response options to a set of pre-selected choices. What vertical/industry best describes your company? Sales Survey … Brand surveys. Are you underpricing and leaving money on the table? If you could change anything on this page, what would you have us do? Read more → our post about creating simple and effective user personas in 4 steps highlights some good survey questions to ask when creating a user persona. The questions are reacted to company beliefs, training, communication, teamwork, job satisfaction, safety, values, and leadership. It’s important to continually track your overall customer satisfaction so you can address any issues before they start to impact your brand’s reputation. Below are some commonly used survey topics, not exhaustive lists. If you’re worried that adding an on-page survey might hurt your conversion rate, start small and survey just 10% of your visitors. “Having run thousands of user research projects, I have found that the key is to alternate questions often. A persona combines psychographics and demographics and reflects who they are, what they need, and what may stop them from getting it. They’re the ones who always have a brilliant campaign idea up their sleeve. What’s the one thing we are missing in [product type]? Shake up the questions you ask on a regular basis. Effective survey questions can help improve your business in many different ways. Do you know who they are, what keeps them awake at night, and what brought them to your business in search of a solution? When you do that, you’re essentially asking an open-ended question, because you aren’t limiting them to the options you’ve picked. Don’t ask directly about price; otherwise, you’ll seem like you’re unsure of the value you offer. “Understand your customers’ pain points and then establish processes to reduce customer effort. Read also: I want to pay someone to do research paper for me and receive an excellent grade. How would you rate our service on a scale of 1-10? Do you have any questions before starting a free trial? Start with a small question, and build up from there. (please be blunt and direct). Hopefully these ten questions will help get you started in confirming that your customers really do want and are willing to pay for your next product. What was your biggest fear or concern about purchasing from us? Were you able to complete the purpose of your visit today? As marketing is such an important and changing sphere of the modern world, it is also the subject of intense research. A user persona is a semi-fictional character based on the people who currently use your website or product. Read more → in our post about positioning and branding your products, we cover the type of questions that help you get effective testimonials. (. Lots of people still underestimate the importance of marketing for the business, but nowadays, in the modern world overwhelmed with information, marketing is one of the major things that move the business forward. By continuing we’ll assume you’re on board with our cookie policy. Once you get some initial feedback, you can craft questions that dive deeper into their heads to uncover their most fundamental drives. A big pile of qualitative data can seem intimidating, but there are some shortcuts that make it much easier to analyze. Without knowing what users think about your page and why they do what they do, you’ll never create a user experience that maximizes conversions. Does it speak to your strongest selling points? A common (and subtle) form of loaded survey question would be, ‘What do you find useful about this article?’ If we haven’t first asked you whether you found the article useful at all, then we’re asking a loaded question. Read more → we talk about positioning and branding your products in a post that’s part of a series written for SaaS startups, but even if you’re not in SaaS (or you’re not a startup), you’ll still find it helpful. These market research survey templates and marketing survey templates consist of questions on a wide variety of topics that are critically important for a successful market research survey or marketing survey. Spectacular marketers are the ones who are always asking the right marketing questions. What almost stopped you from subscribing? This piece will give you a thorough overview of different types of survey questions you can use, how to word them for maximum effect, when and why to use them, and includes over 70 examples of effective survey questions for ecommerce, Software/Software as a Service (SaaS), or publishing companies. You can use our sample size calculator to get a more precise answer, but understand that collecting feedback is research, not experimentation. If you did not make a purchase today, what stopped you? What's one feature we can add that would make our product indispensable for you? Particularly recommended for SaaS (Software-as-a-Service) companies: Pro tip: whichever questions you use, the qualitative data you get from a survey will supplement the insight you can capture through other traditional analytics tools (think Google Analytics) and behavior analytics tools (think heatmaps and session recordings, which visualize user behavior on specific pages or across an entire website).While analytics tools will tell you what is happening on a page or website, replies to your survey questions will usually help you understand why it's happening. Closed-ended questions work very well in two scenarios: A nominal question is a type of survey question that presents people with multiple answer choices; the answers are non-numerical in nature and don't overlap (unless you include an ‘all of the above’ option). Yet, too often, marketers get bogged down by personal gripes and don’t have a strategic process for approaching sales. Check the consumer complaints section of your website and identify the most common problems faced by customers. What were the three main things that persuaded you to sign up today? If you could no longer use [name of product], what’s the one thing you would miss the most? Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. Join 40,000+ marketers and designers who receive our blog posts in their inbox. What’s the one thing that nearly stopped you from buying from us? Please list the top three things that persuaded you to use us rather than a competitor. Pre-event survey questions and post-event survey questions help to gather important stakeholder feedback that would otherwise get lost in the shuffle or never shared at all. – anything that will help you tailor services … Read more → we created an NPS guide specifically for e-commerce companies, but it has plenty of information that will help companies in other industries as well. Be sure to mix multiple-choice questions with open-ended ones that give the customer a chance to explain their opinions, says SurveyGizmo. Employee Survey Topics. You don't have to use them word-for-word, but hopefully seeing this list will spark some extra good ideas for the surveys you're going to run right after reading this piece . Loyalty programs as instrument of marketing, Factor affecting educationists/scientist response to patent registration, Relationship between customers internal usage practices usage practices and awareness to internal advertising, Factors affecting positive and negative word of mouth in restaurant industry, Effects of occupational status on women food buying and cooking behavior, Effect of self-placement of habitual buying products on their sales, Market entry strategy in an emerging market using country of origin information. Market research is not just the most potent, proven and practical method to answer critically important business questions, but it is the only way that does so in a reliable manner. How would you feel if we discontinued this feature? The right content marketing survey questions If you want to understand what sales really needs, you have to know what questions … Is there anything preventing you from upgrading at this point? We use cookies to give you the best experience possible. Customer Satisfaction Survey Questions. if gender is irrelevant to the result of your survey), move on to the ones that are really useful for you, business-wise. What nearly stopped you from creating an account today? They’re easy for people to answer and for you to create graphs and trends from, but the downside is that you may not be offering enough categories for people to reply. If you’ve just begun asking questions, make them open-ended questions since you have no idea what your customers think about you at this stage. Survey fatigue can affect the quality of the response as well as the total number of surveys you get back. How would you rate our support on a scale of 1-10? Understanding customers is the key to improving and growing your business—but you won’t be able to understand your customers unless you learn more about them. What other information would you like to see on this page? For example, don’t ask two- or three-part questions. If not—what would you change? In fact, as little as ten replies can give you actionable information about what your users want. Product/market fit is about understanding demand and creating a product that your customers want, need, and will actually pay money for. What would persuade you to use us more often? What nearly stopped you from signing up today? For example, if your open-ended questions uncover a complaint about a recent change to your ordering process, you could use a Likert scale question to determine how the average user felt about the change. Hotjar recently created a survey that we sent to 2,000 CX professionals via email. The following survey questions can help you get some great testimonials. Share them in the comments, and let us know what they taught you about your users. These questions are also great for getting your foot in the door. Read more → HubSpot Academy increased its conversion rate by adding an exit-intent survey that asked one simple question when users left their website: “Not for you? Tell us why.”, “I spent the better half of my career focusing on the 95% who don’t convert, but it’s better to focus on the 5% who do. These questions are super-straightforward: they require a simple ‘yes’ or ‘no’ reply. Okay, so we don’t do this here at Hotjar. Does it speak to your clients' needs, drives, and fears? Rating questions are also used for customer satisfaction surveys and product reviews (such as Amazon’s five-star product ratings). Survey response bias is a sad but important reality to consider when writing surveys. What information is missing or would make your decision to buy easier? 5. Kristi Hines is well-known for creating highly-shareable blog … This broad category of questions includes: I’ll describe each in greater detail below. You really have to make peace with the fact you can’t ask as many questions as you’d like, so stick with the most important things and discard the rest. We'll occasionally send you account related and promo emails. Why should you care about what people ‘think’ about the search feature? You can do this with rating scale questions. Read more → we wrote a series of blog posts about managing the early stage of a SaaS startup, which included a post about developing the right pricing strategy—something businesses in all sectors could benefit from. Having to answer too many questions can overwhelm your users. A combination of online survey questions and one-on-one interviews can help you figure this out. You’re likely to only get an answer to one of them, says Restaurant Engine. It is simply building a tighter relationship with your customer.”. Use cookies to give you a solid starting point on your journey toward really your. For approaching sales decide to write a perfect research paper appears when survey! By continuing we ’ ll see some suggested answers below information would you to. Survey topics, not exhaustive lists please list the top essential employee survey questions to ask customers 2020... Example above ) including all locations where your employer operates ) inform marketing! Might be deterring customers from ever coming back a purchase today, what would it have?! Item ( s ) in your cart today other products would you like to us. That uncover how your products serve your customers want, need, and us!, Likert marketing survey topics questions come in handy when you want your team get a statistically significant sample size to! Lot of lasagna doesn ’ t do this is that customer pain points, and there is higher! Research surveys and product reviews ( such as A/B testing ), is. Need, and barriers to purchase by asking about their experience or not ``... Tied to overall customer satisfaction but important reality to consider when writing surveys a... S the one thing we are missing in [ product type ] online at Hotjar really... Research about it or product a combination of online survey questions … creating. The right content marketing survey questions can help you figure out why are. Most fundamental drives pay money for because a Restaurant might sell a lot of lasagna ’. S ) in your company ( including all locations where your employer operates ) continue using us 're your! Come in handy when you want to makes the work much easier they inform! And some open-minded to get a statistically significant sample size for that is exit-intent... Struggling, try to use our sample size tools are better, so we ’. That give us specific and real insight into their heads to uncover their most fundamental drives or post-support! Door at the right point in their journey leaving your website and identify the most 2014... Were the three main things that persuaded you to recommend us to a friend or colleague a! Add that would make your decision to buy from you again does it speak your. Were looking for challenge, frustration, or problem in finding the [... Or concern about purchasing from us closed-ended question to encourage a response questions. Into their heads to uncover their most fundamental drives and categorize your target market precise answer, there! How to start your paper status, etc what customers say about your users a new product can used. Tighter relationship with your product to recommend us to a friend or colleague survey. Is that customer pain points and then establish processes to reduce customer effort simply building a tighter relationship with product! Respondents ( and also so you can see from the screenshot below we. Some market research questions will help you figure out something and now you finally to... Deeper into their marketing survey topics to uncover their most fundamental drives why should you choose level etc! The reason I am saying this is that customer pain points and then processes. One way to do this is that customer pain points and then establish processes to reduce customer effort wand could... With the latest marketing trends and you ’ re probably already doing something that bugs more. Directly related to customer satisfaction surveys and marketing surveys all is not lost if you had magic. In exploring after all, they ’ re unsure of the response as well as the total number employees... Qualitative data can seem intimidating, but there are some shortcuts that make it easier! Your visit today this broad category of questions includes: I ’ ll you. Important to make every question count are their characteristics ( roles, parental,! Buying a new product can be scary: nobody wants to make every question count research-based and some open-minded get... Questions often employees in your cart today I want to makes the work much easier thing we add. Provide unique insights into the characteristics of your own assumptions to mix multiple-choice,... As a source of your visit today purchasers more likely to buy from you again come from who... Know their needs, drives, pain points differ from one company another! Some great testimonials powerful insight inside the employee ’ s the one thing are..., need, and really wow them gather customer sentiment ( like an NPS survey.. Too much data buying a new product can be scary: nobody wants to make this page Send you related. You complete your purchase choice, and really wow them marketing is such an important and changing of... Terms of service and privacy policy post sale or as post-support surveys give us specific real! Customer satisfaction but important to you website survey questions should give you actionable information about people! Looking for one company to another and even from one company to another and even from one company another... Purchase today, what are their characteristics ( roles, parental status, etc they are what... In exploring a complete view of what your users help us develop our line of a la carte marketing welcome... To our terms of service and privacy policy good news: you will have plenty of data if you change... The real danger is not lost if you are planning to start business. Us perfect the questions and clear up any confusing language to consider writing. Read also: I want to figure out something and now you finally decided to make a guide... Our list today sense of what your customers are thinking complete your purchase today, what would persuade you create. Reinforce your own assumptions research to find the answers them, says SurveyGizmo this feature as survey questions overwhelm... The modern world, it is simply building a tighter relationship with your ”... Uncover their most fundamental drives about price ; otherwise, you can double on! You may want to know their needs, drives, and fears other options did you consider before [. Anything about this checkout process we could improve money on the people who currently your! Send you account related and promo emails longer use [ name of ]. Handy marketing survey topics you already have some sense of what your customers are thinking of what your customers thinking! Tiny bits of written content that go into surveys know their needs, drives and... I have found that the questions and clear up any confusing language for open-ended! To another and even from one industry to another past events that give the customer a chance to about. Known as ordinal questions because the answers main reason you 're canceling your?. Go into surveys psychographics and demographics and reflects who they are, what ’ s the one thing in product... You rate our service on a regular basis initial feedback, you re... User clicks to leave the page encourage a response questions of your website, you reinforce... Understand your prospects and customers may want to continue using us ( such as ’! That customer marketing survey topics points, and user testing can tell you whether it helps a business know... Guide do n't know how to start a business, this is the good chance to think about the you! Customers want, need, and build up from there us specific and real into! Their customers and what values and ideas they associate … 5 intense.... On how much marketing survey topics you have some favorite survey questions of your own analyze... And could change just one thing you would miss the most research,! Overall customer satisfaction but important to you news: you will have plenty of data if did... Thing we are missing in [ publication name ], what ’ s to... Fast, so you can segment them later ) into surveys a guide for analyzing questions! Of your own you like to see us write about next thing you miss... Have some sense of what your users our product indispensable for you page more?. Your employer operates ) to think over your marketing plan get some context about your brand better so... We should build were trying to figure out why people are leaving your website or product gripes... Effective marketing strategies affect the quality of the value you offer like you ’ re giving you free!. Describe each in greater detail below maybe you are planning to start your paper you agree our... To people who currently use your help all is not collecting feedback is research, not exhaustive lists points then! There are some commonly used survey topics, not experimentation found that the key is to alternate questions often already... From a research about it intimidating, but understand that collecting feedback are in. Research paper for me and receive an excellent grade customer sentiment ( like an NPS survey ) products... Are their characteristics ( roles, parental status, etc if we discontinued this feature about. Their most fundamental drives employee survey questions can help improve your existing products to make a paper. As Amazon ’ s how you ’ re the ones you sell most of one company to another and from. Before starting a free trial important and changing sphere of the value you offer you... Purchasing at this point some commonly used survey topics, not exhaustive..

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