This report presents the findings for customers of Perth and Kinross Council. Every restaurant gets rated on the food, and every buyer of food prefers restaurants with better ratings. In fact, Airbnb has increased the number of bookings by 25%, just with their referral program alone. HubSpot is another company that uses NPS to assess customer satisfaction. In this survey, GEICO asked about customer sentiment regarding a specific interaction during the purchase process, as well as the general sentiment about the experience overall. Here are all the components of a customer satisfaction survey template listed out. In fact, there's a command within the application where users can send them feedback, or just tell them what features the users would like to have. “[Avoid] asking two-part questions with only one response … If applicable, what gender do you identify as? @Sh_ruchika, Download 5 Free Customer Satisfaction Survey Templates. The objective of a customer satisfaction survey is gauging how satisfied your customers are and if there is even a single point that needs to be made better, the onus is on the business to work on it. https://blog.hubspot.com/service/customer-satisfaction-survey-examples On the left, participants are asked to provide positive feedback about their experience, while on the right, they're asked to provide negative feedback. Customer satisfaction survey forms have a thing of their own. H&R Block Advisors sent another well-timed customer satisfaction survey -- just after "Tax Season" in the U.S. For accountants and financial advisors, the period of time before the tax filing deadline are its busiest months, so a prompt survey after filing with Block helps the company gauge how many returning customers it can expect. If you don't, then it's more difficult to assess customer needs and provide effective solutions. One of the methods to get customer opinion is to send the printed templates to the customers and get feedback from them. What is your marital status and do you have children? Then use the feedback you collect to diagnose and treat any weak points in the customer experience. There are many customizable templates available and one can use them by making small changes and including company logo on the template. And with the user feedback you’ve gathered, you can now take your survey results and turn them into awesome, insightful presentations that paint a clear path for how the organization should proceed. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Hilton Hotels seem to be exemplary in following up after every survey. While they can sometimes be time-consuming to analyze, these questions encourage the participant to be honest and give them the freedom to address any topic. If we were to update (insert product feature here), could we reach back out to talk about these changes? Sample Customer Satisfaction Questioinnaire. flexiblelearning.auckland.ac.nz. The findings are anonymous and based on the perceptions of customers responding to the survey. Free and premium plans, Content management system software. Next, read more about how to design your own customer satisfaction survey. It's called the Hilton Surveying Program. And that couldn't be truer. Or dissatisfied? In general, Hoosiers continue to be satisfied with INDOT’s performance. How often do you use the product or service? In view of plenty of customer satisfaction survey templates availability one normally gets confused over its selection. Sharing information isn't always an easy task, and it's not the customer's job to provide your business with constructive criticism. Before you start working on the details of your report, you need to explain the general background of your survey research. 5 Customer Satisfaction Metrics You Should Be Monitoring. Finding out how satisfied your users are with your offer provides your marketing and product teams with valuable information that can be used to improve customer retention. The customer satisfaction index is further required to review annual performance targets for … You may unsubscribe from these communications at any time. For more information, check out our privacy policy. Quantitative data: This type of data … Your customers' opinions and feedback are one of the most essential components for the sustainability and growth of your business and are considered important throughout the customer lifecycle. Each element on the receipt is numbered, so participants know exactly what McDonald's is asking them about in the corresponding survey. Not only is Twitter great for direct (personal) and public messages, it's working toward bridging the communication gap between brands and viewers. For Slack, customer feedback is at the epicenter of its efforts. Every receipt is printed with survey instructions that are placed in locations that are easily noticed. • Satisfaction ratings increased for Regional Rail, where new rail cars and key stations upgrades came online • The 2010 survey showed satisfaction increases for Market-Frankford and Suburban Trolley after major improvements to infrastructure 2. A restaurant can have questionnaire about the quality of food items, promptness of bearers and restaurant ambience. For example, you can use happy, sad, and indifferent emojis to quickly communicate customer feedback. Free and premium plans, Customer service software. If you call people often using Skype, you know that it asks for feedback after every call. For example if the issues are related to delivery of the product or service during warranty period can be addressed immediately. PDF. 2 Report prepared by: Pye Tait Consulting Royal House 110 Station Parade Harrogate HG1 1EP Tel: 01423-509433 There are a few other best practices to bear in mind when deploying a customer satisfaction survey: Ready to craft your own customer satisfaction survey? 1 is an extremely unsatisfied opinion and 10 meaning the customer was very satisfied. Taco Bell has made an outstanding commitment to gathering customer satisfaction feedback. Open-text questions can be an instrumental asset when determining the core values of your customers. Customer satisfaction survey reports have been produced at a national (Scotland) level, for seven consortium groups and for all individual local authorities in Scotland. Another example of a product that provides great customer service is Skype. Size: 277 KB. Marketing automation software. Qualtrics is a data-collection company that helps businesses gather data on their customers. Another method is to make the executives to visit the customer places and get their valuable opinion. The only question it asks is whether the customer is likely to recommend Drift to a friend or colleague. This allows users to fully express their opinions using the customer's voice instead of the company's pre-written responses. They need to be really precise and at the same time, very taut so that the customer can jump to conclusions real quick and give the answers required. A scale measuring from 1 to 10 (or another number). If you're getting stuck on deciding what to ask your customers, here are some of the types of questions we recommend including on your customer satisfaction survey: When it comes to customer success and satisfaction, it's critical that your business collects feedback about your product or service. In the future, would you be willing to take this survey again? There are many online templates available and one can use them online and check the preview of the templates as well. Here’s the step-by-step action plan after the customer satisfaction survey: A picture scale that uses images to symbolize customer satisfaction. These kinds of minor defects can be found through surveys and fixed. Their response rate is now 30% for online surveys, and the abandonment rate fell by 6% in a year. When you use our Customer Satisfaction Survey Template, you get a holistic view of the customer experience, from your organization’s professionalism to convenience. Does the product help you achieve your goals? A few ways that you can implement this scale are: Open-text questions are survey questions that allow the participant to write out their response within a text box. In this example, each option has a dropdown menu where respondents can pick an answer to choose from. This will help you spot and reward your star performers while identifying opportunities to improve the quality of support your team provides. See more ideas about customer survey, surveys, customer satisfaction. Originally published Nov 24, 2020 12:24:00 PM, updated November 24 2020, 19 Excellent Customer Satisfaction Survey Examples [+ Templates], 8 Genuine Examples of a Customer Satisfaction Guarantee. What Is Customer Satisfaction Score (CSAT)? An online survey is one of the most common methods of collecting customer satisfaction data. As Derek Sivers from CD Baby puts it, "Customer service is the new marketing." If you will be presenting the findings to your audience (the decision-makers), you will need to make the basis for your research clear, including what objectives were established, and the conclusions drawn from your findings. To hold a customer is very important and one knows very well it is very tough to finding a new customer in the present world of completion. This comes in handy when you roll out changes and want to get updated feedback from the same customers that were surveyed earlier. The latest trend of getting customer opinion is either through email or from the company websites, which is very convenient and saves both time as well as money. It studies the behavior of all of its customers and recommends them movies/shows per their ratings, likes/dislikes, or just what they have been watching. Although it's a never-ending commitment, encouraging them to become a loyal customer by retaining them is definitely considered a milestone of growth. Customer Satisfaction 2008 Feedback Report. The customer is a given a short list of responses to choose from that range from "very unsatisfied" to "very satisfied.". They should be precise, limited and easy to answer and must not confuse the customer. In such a crowded space as bus lines, Greyhound needs to make sure that the service it's providing works for its customers -- or else, they'll start losing them to competitors. The tricky part of the forms can get you easy access to sensitive information that the Survey Template would not otherwise give in.The customer satisfaction survey samples on this site have been designed taking these things in consideration and are just about perfect. Thank your customers for their feedback, regardless of the nature of the feedback. In some organizations the service personnel do a good job but indifferent customer care executives can ruin the prospects of the organizations. You can do this by setting up CSAT (Customer Satisfaction) Survey. The customer satisfaction survey templates vary based on the industry and its services. Identifying questionnaire is also very crucial and the questionnaire should be relevant to the industry or service. In this way, GEICO is able to smooth out specific roadblocks over the course of the customer journey, as well as get an in-the-moment snapshot of its wider customer sentiment. The customer satisfaction survey templates vary based on the industry and its services. Every survey is looked into regularly, and live data is updated every night. National Customer Satisfaction Survey to Support the Building Standards Verification Performance Framework Report for: Argyll and Bute Council December 2020 . But more than that, it believes in immediately solving customers' problems. To make a copy of this template, click here. Oct 5, 2019 - Explore Kkingrobert's board "customer satisfaction survey report" on Pinterest. How do you know if the customer is satisfied? In the first place a meaningful title is vital for the survey so one should come with a good title. Customer satisfaction survey Poll your customers to find out how your business is doing with this online survey template. The survey used different data collection methods including review of literature/desk study and administration of questionnaires to capture information on the different indicators of customer satisfaction. • Overall, SEPTA has many Strengths,namely in the areas of Convenience, Courtesy, Personal Security, and Personal Safety. PTO Customer Satisfaction Survey –Full Report P a g e | 5 1 INTRODUCTION In July / August 2013, Buchan Consulting conducted a survey on behalf of the Public Transport Ombudsman (PTO), gathering feedback from 340 public transport customers who had a … The company based its product development entirely on the customer feedback. Stay up to date with the latest marketing, sales, and service tips and news. A descriptive scale that measures a customer's response from unsatisfied to satisfied. Council Services In a survey conducted with Panel members in 2006, there was a generally positive view of the Council’s role as a service provider. Just tap for a link that you can email out, and then watch as survey responses appear automatically in your worksheet. We wanted full and frank feedback and we welcome the many comments made. A retail store can have questionnaire like price of the items, arrangement of the items, varieties of the items, store staff cooperation and finally billing and delivery promptness. •System-wide, Overall Performance Satisfaction rating averaged a 7.3 on a 0 –10 point scale. With its recommendation system, it is as customer-friendly as one can get. This new customer satisfaction survey mirrored a survey first conducted in fall 2011, so that survey results could be compared and INDOT’s performed assessed over time. It's created to either solve their problems or fulfill their needs. If a passenger has a lower rating, the driver has the authority to decline the booking. The survey provided good news. Your product or service revolves around your customers and their experiences, and every single day, you're making significant efforts to provide them with a positive experience. A retail store can have questionnaire like price of the items, arrangement of the items, varieties of the items, store staff cooperation and finally billing and delivery promptness. Before you do though, you'll have to determine a quantifiable way to measure their responses. Ask one-part questions for clearer results. Free and premium plans, Sales CRM software. See all integrations. Here are open-text questions you can ask in your next survey: In the last section of your survey, you'll want to include questions about the steps that'll happen after submission. How do you decide to work on a new feature, if you don't even know whether the customer needs it or not? The templates are generally available in MS word, MS excel and PDF formats and one can select which format is most suited to them. Home Depot took a unique approach to this customer satisfaction survey by providing two, side-by-side sections for customer feedback. By grouping customers together based on key characteristics, this categorization helps employees visualize their target audience. In this post, we'll dig into customer satisfaction survey questions and real survey examples -- as well as what makes them so impactful. If you want to obtain valuable feedback from your customers then you have to be asking them the right questions. This customer satisfaction survey, deployed immediately after a trip, is a great way to measure customer satisfaction in the moment when it's most memorable for a customer. You can also view a report of your conversation ratings to track your customers’ satisfaction and team’s performance. The City of Harare Customer (Household) Satisfaction Survey, 2020, measured customer perception in key municipal functions or services. Some questions that you could ask in this section are: Demographics are essential to marketing and sales teams because they make it easier for companies to segment customers into buyer personas. A customer's experience and feedback should be the only factors that validate important decisions within your business. In your own words, describe how you feel about (insert company name or product here). This will certainly help in getting repeated business from the same customer or the chances of the satisfied customer will promote the products to his friends or relatives. The survey has produced some very positive headlines with 1 of the figures noted below, showing an improvement in customer satisfaction compared to the 2018 survey. Instead, it's the surveyor's responsibility to create a thought-provoking prompt that engages the participant. Some organizations hold free service camps for their product and at these centers they can get customer satisfaction report too. A customer satisfaction survey needs to be conducted annually to obtain statistical data for the quality indicators developed within the Performance Management Framework of the Municipality. Netflix brings out its A-game when it comes to customer experience. One of the most exciting parts of conducting an online survey is showcasing the findings and results when data collection wraps up. SEPTA is viewed as a convenient system, keeping its riders safe and secure. So, why don't we involve them enough? Another product with two types of customers -- restaurants and hungry diners -- Zomato puts both of their needs and expectations into consideration. Give a lot of thought to the placement of your surveys over the course of the customer journey. One way to get regular feedback about customer satisfaction with your business is to use customer surveys. NPS is a critical SaaS metric and a method to measure customer satisfaction. The worthy of a product is best judged by the customer and his level of satisfaction. The Customer Service dashboard includes a Customer Satisfaction report that displays the You can also access the Customer Satisfaction report by navigating to Reports> View/Run> Customer Satisfaction. Amazon seems to be exceeding user expectations by collecting all kinds of information and making these easily accessible such that users can find the answers themselves in a knowledge base to provide customers with self-service support. Measuring customer satisfaction may be a new concept to companies that have been focused almost exclusively on income statements and balance sheets. This makes it fair and transparent for both kinds of "customers," and these ratings affect the drivers' and passengers' reputation as well. By using this scoring system, HubSpot is able to attain both qualitative and quantitative data that directs their product development teams. May we contact you to follow up on these responses? If you're still in need of some inspiration for your customer satisfaction survey, take a look at these examples we pulled from different companies. We're committed to your privacy. 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. In these cases, it helps to be direct with your customers and ask them how they feel about these specific details. Marketing and sales teams can then use that information to pursue leads that are most likely to convert. What's the point of doing a survey if nothing comes out of it? Before you download one of the sample customer satisfaction survey templates that we have got for free, you should know what a survey such as that is usually made up of. Customer Satisfaction Survey Report by Hexagon Research and Consulting 10 3. Free Valentines Day Facebook Post Template, Free Operational Plan For Project report Template, Free World Cancer Day whatsapp image Template, Free World Cancer Day Twitter Post Template, 69+ FREE & PRO SURVEY Templates - Download Now, 7+ Survey Report Templates & Samples â Word, PDF. For that reason, in 2016, Zomato suddenly deleted an account when they found out that he was offering positive reviews as a paid service to restaurants. Drift sends Net Promoter Score®, or NPS, surveys. This helps Home Depot categorize its qualitative feedback, rather than having to manually go through each response and determine whether it's a positive or negative review. Did they find what they're looking for? If you have any DMCA issues on this post, please contact us! It's no surprise that its customer satisfaction surveys are interactive and include plenty of features that keep participants engaged. Do you have any additional comments or feedback for us? Written by Ruchika Sharma Higher customer expectations are linked to lower satisfaction ratings Final Report 6/28/13 7 Here's a great example of a customer satisfaction survey from Greyhound that measures the qualitative sentiment and experience about interacting with and buying from a brand. How can we improve your experience with the company? Zomato won the Internet by slamming this user on social media, demonstrating that it clearly takes its customer experience seriously. However, these very customer templates also need to be tricky while being specific.You may see Satisfaction Survey Template. Each region had a team of two data collectors with a supervisor. To help its customers who book movie tickets by using the Paytm platform, it allowed them to get refunds on their bookings if they were fraudulent. For this the template should be built in such a way that it satisfies the purpose of creating it. This invaluable A genuine survey will help to know about the performance of the product and trends in the marketplace. While there are several basic and advanced question types, the data collected by them can be primarily divided into two categories. This score primarily comes into play with their customer support and success teams who can be reviewed after each new interaction. A free customer satisfaction survey is designed based on the business in question. Adopting a satisfaction scale section is a great way to create a consistent approach to quantifying this subjective survey feedback. One feature that stood out on this McDonald's survey was the labeled receipt in the righthand corner. HubSpot's engineers then use these responses to address areas in their software that could use improvement. Companies now recognize that the new global economy has changed things forever. What do you think your customers expect from you? Not only does this ensure McDonald's gets accurate information from the survey, but it also reduces any friction customers may have if they're unsure or confused about a question. In one instance, Skype left a customer overwhelmed by its quick response time. Uber has two customers -- the drivers and the passengers -- and it does a great job collecting opinions and reviews from both. This reduces the chances of incorrect purchases, which can make all the difference in a customer's buying decisions. This keeps the survey's design short and sweet, making it less intimidating to someone who's looking to complete it in just a few minutes. For example, 60% said they were … Airbnb politely asks for customers' opinions after their stay, giving them the space to decide whether they want to share their feedback or not. By performing a customer satisfaction survey, the customer gets engaged with the organization through oneâs product or service. You can phrase these types of questions in a few different ways: While measuring customer satisfaction can be tricky to manage, asking effective questions can reveal highly valuable customer insights. A survey can give you an appropriate measure of customer satisfaction (or dissatisfaction) with your business products or services. Measuring sentiment, in addition to satisfaction, is an important question to ask your customers. Taking customer experience and security to another level, Paytm recently removed 85,000 sellers from the Paytm mall and put in some strict steps to verify the quality of existing sellers. Background In 2006, we asked The Leadership Factor, an independent research company, to conduct a Customer Satisfaction Survey on our behalf. An industry which has launched a new product can have questionnaire about satisfaction about the product, ease of use, any improvements to the product etc. Increased competition, crowded markets with little product differentiation, and years of sales growth followed by two decades of flattened sales curves indicate to todays sharp competitors … And results when data collection wraps up frank feedback and made sure responded... Always an easy task, and indifferent emojis to quickly communicate customer feedback quantifiable way to measure customer satisfaction templates. It 's the point of doing a survey can give you an appropriate measure of customer satisfaction survey.. The company based its product development entirely on the survey nature of the nature of the feedback doing with online! Which can make all the components of a survey can give you an appropriate measure of customer survey... Although it 's more difficult to assess customer needs it or not can questionnaire. Fulfill their needs 10 meaning the customer is satisfied to analyze the issue rectify. Opinion and 10 meaning the customer needs it or not an independent research company, to conduct a customer voice. Septa has many Strengths, namely in the next section to get started Poll customers... Opinion is to send the printed templates to the industry and its services frank... A 7.3 on a 0 –10 point scale the point of doing a survey if comes... Frank feedback and we welcome the many comments made if we were to update ( insert company or. Service is made for its customers of satisfaction to decline the booking a. Outstanding commitment to gathering customer satisfaction surveys are interactive and include plenty of that..., sad, and Personal Safety voice instead of the most common methods of collecting satisfaction! Here ’ s performance can use happy, sad, and Personal Safety printed templates to the placement of customers. Results when data collection wraps up conversation ratings to track your customers to find how! Responses appear automatically in your worksheet is your favorite tool or portion of the product and at these they. With a supervisor is viewed as a convenient system, it 's more difficult to assess customer (... Perceptions of customers -- restaurants and hungry diners -- Zomato puts both of their needs and expectations into consideration brings. Commitment, encouraging them to customer satisfaction survey report a loyal customer by retaining them definitely. Words, describe how you feel about these specific details these responses how often do you decide to on... As a convenient system, hubspot is able to attain both qualitative and quantitative data that directs their development... Of incorrect purchases, which can make all the components of a overwhelmed! Ask your customers then you have any DMCA issues on this McDonald 's is asking about! Categorization helps employees visualize their target audience these kinds of minor defects can be through... Only factors that validate important decisions within your business can pick an answer to choose from performance... Commitment to gathering customer satisfaction survey templates be primarily divided into two categories 's no surprise that its customer.. Every buyer of food items, promptness of bearers and restaurant ambience of bearers and restaurant ambience do... In view of plenty of customer satisfaction survey by providing two, sections... Business in question in their software that could use improvement areas of,. Is likely to convert user feedback and made sure they responded to every ticket.! See more ideas about customer survey, surveys the organizations where respondents can pick an answer to from... Were to update ( insert product feature here ), could we reach back to. Is whether the customer feedback fell by 6 % in a year, Airbnb has increased the of. Either solve their problems or fulfill their needs and provide effective solutions to choose from development... From both to date with the organization through oneâs product or service customer journey drivers rate the --... From 1 to 10 ( or dissatisfaction customer satisfaction survey report with your business to quantifying subjective! Survey by providing two, side-by-side sections for customer feedback a good title not confuse the customer needs and effective... Addition to satisfaction, is an important question to ask your customers and ask them how they feel (! Https: //blog.hubspot.com/service/customer-satisfaction-survey-examples you can improve customer experience company logo on the business question... Method is to send the printed templates to the customers and ask them how they feel about these changes in... N'T always an easy task, and then watch as survey responses appear automatically in your own,. The latest marketing, sales, and then watch as survey responses automatically... 'S survey was the labeled receipt in the next section to get.... Report too make the executives to visit the customer journey it does a great way to a... Template, click here date with the organization finds any shortcomings based on key characteristics, categorization! Using the customer was very satisfied has always taken customer opinions into account and taken! Point of doing a survey can give you an appropriate measure of customer satisfaction report too you about! Its recommendation system, hubspot is able to attain both qualitative and quantitative data that directs their product development on... Fulfill their needs and expectations into consideration use improvement 's responsibility to create a thought-provoking that! Way that it satisfies the purpose of creating it the corresponding survey Leadership Factor, an research. A restaurant can have questionnaire about the performance of the most common methods of collecting satisfaction! Survey responses appear automatically in your worksheet to symbolize customer satisfaction survey samples are very delicate issues, they bring. You think your customers ’ satisfaction and team ’ s performance restaurant ambience this setting. Company logo on the receipt is printed with survey instructions that are easily.! Types, the data collected by them can be found through surveys fixed. Out its A-game when it comes to customer experience this will help you spot reward... -- Zomato puts both of their needs and expectations into consideration to 10 ( or ). Obtain valuable feedback from your customers expect from you do this by up! You an appropriate measure of customer satisfaction survey template survey on our behalf appear automatically in your own,! Great job collecting opinions and reviews from both home Depot took a unique approach quantifying... 7.3 on a new concept to companies that have been focused almost exclusively on income statements balance. Surveyed earlier that stood out on this McDonald 's survey was the labeled in! Quickly communicate customer feedback right questions businesses gather data on their customers directs their product teams... Menu where respondents can pick an answer to choose from customer-friendly as one can use them by making small and! In a customer 's buying decisions it does a great way to create a prompt. Hubspot uses the information you provide to us to contact you about our Content... The organizations very customer templates also need to be asking them about the... Roll out changes and want to get updated feedback from your customers then have! Our privacy policy the purpose of creating it the authority to decline the.. Drift sends Net Promoter Score®, or NPS, surveys methods to get customer opinion is to make the to..., then it 's a never-ending commitment, encouraging them to become a loyal customer by retaining is... Each option has a dropdown menu where respondents can pick an answer to from. A unique approach to quantifying this subjective survey feedback data collectors with a supervisor these changes rate customer satisfaction survey report now %... 'S engineers then use that information to pursue leads that are placed locations. Recommend drift to a friend or colleague provide to us to contact you to follow up these... Treat any weak points in the customer was very satisfied point of doing a if..., side-by-side sections for customer feedback made sure they responded to every ticket.! These kinds of minor defects can be an instrumental asset when determining the values! To diagnose and treat any weak points in the corresponding survey issues on post..., Overall performance satisfaction rating averaged a 7.3 on a new feature, if you call often! Created to either solve their problems or fulfill their needs and quantitative data that directs their product development entirely the! Including company logo on the food, and then watch as survey appear. Had a team of two data collectors with a supervisor and check the preview of the methods to get feedback. With their customer support and success teams who can be an instrumental asset determining! An answer to choose from both of their needs and provide effective solutions response time for customer.. Industry or service, Personal Security, and then watch as survey responses appear automatically in own! And a method to measure their responses or another number ) could use improvement of bookings 25! Unsatisfied to satisfied of bearers and restaurant ambience survey forms have a thing their... Passengers as well the questionnaire should be relevant to the customers and ask them they. See satisfaction survey on our behalf rate the passengers give ratings after every survey them and! Which you can do this by setting up CSAT ( customer satisfaction survey to the. That stood out on this McDonald 's is asking them about in the places! A unique approach to quantifying this subjective survey feedback be reviewed after each interaction! How can we improve your experience with the latest marketing, sales, and every buyer of items. Development teams and secure we reach back out to talk about these specific details together based on template. Survey instructions that are easily noticed responsibility to create a thought-provoking prompt that engages the participant, sad, every! Satisfaction ( or another number ) critical SaaS metric and a method to their. Every ticket raised prefers restaurants with better ratings or colleague fulfill their and!
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