2017 HBC Awards: Winners & Criteria

Homebuilders who delivered best customer experience honored with 2017 Eliant Homebuyers’ Choice Awards

 MBK Homes earns top rating of all multi-divisional home builders in the nation.

 The Olson Company named top-rated single division builder in the nation.

DANA POINT, CA – Homebuilders who provided their customers with the best purchase and ownership experiences—according to surveyed homebuyers—have been honored in the 21st annual Eliant Homebuyers’ Choice Awards competition.

The winning builders were chosen based on the results of more than 106,000 surveys which were administered to all recent home owners from over 156 major homebuilders across the U.S.

The Eliant awards are presented annually by Eliant (www.eliant.com), a customer experience management company that has been surveying buyers of new homes for over 33 years. Once again, imortgage, an Eliant Certified lender, is the Premier Sponsor of these Awards.

MBK Homes is the recipient of the “The Eliant” award for the Best Overall Purchase and Ownership Experience from among multi-division builders. In addition, MBK Homes was honored with 21 awards including an unprecedented 11 First Place awards and 6 Second Place awards among all Medium-Volume builders.

“MBK has clearly distinguished themselves as an industry leader when it comes to outstanding levels of customer satisfaction,” stated Jex Manwaring, president of Eliant.  Tim Kane, President of MBK Homes, added “We are absolutely delighted to have won the Eliant Award. These awards recognize the hard work and dedication of our talented team of people, and I would like to personally thank all of them for their huge contribution to this achievement.”

The Olson Company is the recipient of “The Eliant” for Best Overall Customer Experience in the single divisional builder segment. The Olson Company was also honored with 10 Premier Awards (First, Second or Third place) among all qualifying Large-Volume builders. The Olson Company received a grand total of thirteen Homebuyers’ Choice Awards. “The Olson Company continues demonstrating  a strong commitment to customer service,” declared Bob Mirman, founder and Chief Executive Officer of Eliant. Scott Laurie, CEO of The Olson Company, said “We have made customer service a priority and are honored that our commitment is being recognized through this top Eliant Award.”

The highest number of awards earned by a home builder in this year’s competition was a total of  22 Homebuyers’ Choice Awards earned by The New Home Company, including four First Place Awards. Lawrence Webb, CEO of The New Home Company, said “The New Home Company is absolutely dedicated to customer service and delighting our customers. These awards acknowledge that dedication.”

A clear customer favorite, the TRI Pointe Group, won a total of 18 Homebuyer’s Choice Awards, half of which were Premier Awards.  “We are thrilled to receive this recognition,” stated Tom Mitchell, President and COO of the TRI Pointe Group. “These awards are especially gratifying because they reflect our customers’ recognition of our company-wide commitment to provide memorable experiences.”

Benchmark Communities won a total of 16 Homebuyers’ Choice Awards. Winning communities reached across both the Large and Medium Builder segments. Ralph Baja, Benchmark’s National Director of Customer Relations and Process Improvement, said “We are committed to our model of customer service and pleased to see that our homebuyers hold us in such high regard!”

William Lyon Homes, Robson Resort Communities and GL Homes of Florida were recognized both the Large and High Volume Builder segment. William Lyon Homes received homebuyers’ number one ranking for the Construction Experience and Design Experience. Robson Resort Communities received a number one ranking for First Year Quality.

In the Medium Volume Builder segment, Rosewood Homes received six Premier Awards.  Giddens Homes received awards in four categories in the Medium Volume Builder segment.

In the all-important category of “Percent of Sales from Referrals,” Gentry Homes (Medium Builder segment), GL Homes of Florida – Palm Beach Adult (Large Builder segment) and Irvine Pacific (High Volume segment) scored the highest “Percent of Sales from Referrals. In 2016, Hawaii based Gentry Homes sold an astonishing 50% of their homes from referrals followed closely by GL Homes of Florida selling 48% from referrals.

Eliant’s builder clients are improving their customers’ experience to such a degree that home owners are not only more willing to offer a referral, but more and more prospects are buying new homes due to these referrals.  Each year, Eliant analyzes the “Percent of Sales from Referrals” from the ten highest rated builders: In 2009, 32% of these builders’ sales were sourced from referrals, while in 2017, 41.8% of their sales were from referrals, a 9.8% increase.

“In addition to highlighting our winning builders, It is also important to recognize those teams making progress in creating a customer service culture,” according to Jex Manwaring of Eliant. GL Homes of Florida – Other Palm Beach received an award recognizing the Most Improved Builder.

Eliant recognizes the nation’s top performing field representatives in the areas of Sales, Construction, Design and Customer Service as voted by recent homebuyers. The spot for top sales representative yielded a three way tie between Julie Harwood (Brookfield Residential, Southern California), Vallery DeVilbiss (Brookfield Residential, Southern California)  and Matt Sbragia (TRI Pointe Group, Northern California – TRI Pointe Homes).  Heather Alexander (The Olson Company, Southern California) was named top Design Consultant. The top Customer Service Representative was Robert Lily (MBK Homes, Southern California). Ryan Grexton (William Lyon Homes, Southern California) was named the nation’s number one Construction Representative.  From among thousands of their peers, these representatives were identified by homeowners as the best in America at delivering an extraordinary customer experience.

The recipient of the 2017 Eliant “First American Customer Experience Leader of the Year” is Donna Velasco, Director of Customer Care at MBK Homes. This award recognizes extraordinary success in consistently delivering a customer-­focused experience to homebuyers.

A total of 40 different builders were recognized for being in the top five for their excellence in one or more customer-experience categories. Builders with consistently high levels of customer satisfaction included: The New Home Company (22 awards), MBK Homes (21 awards), TRI Pointe Group (18 awards), and Benchmark Communities (16 awards). The Olson Company (13 awards) and William Lyon Homes (9 awards) also distinguished themselves once again this year.

This year’s award program features Premier Sponsor, imortgage/Loan Depot, an Eliant Certified company and seven firms widely acclaimed for delivering extraordinary customer experiences; dwellingLive, Crummack Huseby, Westwood Insurance, PHWS, First American Title, Peninsula Publishing and Mayers & Associates.

Information on the survey methodology and a complete list of winning home builders is available at www.eliant.com.

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About Eliant

Founded in 1984, Dana Point, CA-based Eliant has long been recognized as the nation’s leading provider of customer experience management services for U.S., Canadian, and Middle East building firms.  The firm’s world-class customer experience monitoring, training, and consulting services are considered to be the gold standard in the industry. Widely used by hundreds of home builders as well as lenders, escrow, design centers and sales agencies, Eliant’s Customer Champion Certification programs provide training, testing, and survey-based Certification which motivates high levels of performance.

About imortgage/Loan Depot

Founded in 1999, imortgage – an Eliant Certified company – is one of the fastest growing privately held mortgage companies in the United States, now serving homebuyers in thirteen states.  In 2016, imortgage was the second largest provider of mortgages to California new-home buyers. imortgage also has an extraordinary borrower-satisfaction rating over 93%, consistently achieving one of the top ratings of the 37 major U.S. lenders evaluated by Eliant.

About dwellingLive

This firms unique program offers a fully interactive personal online customer portal with a reference library that includes builder and manufacturer maintenance, warranty, cleaning instruction, replacement parts and operational information, and custom communication technology with text messaging and fully automated emailed notifications. Builder clients include DR Horton, Standard Pacific, KB Home, Toll Brothers, Richmond American, Irvine Pacific, The New Home Company, and TRI Pointe Homes.

About First American Title

For more than a century, First American Title has served the needs of developers, home builders and property owners. Today, we are meeting your needs by changing the way business is done.

We are the nation’s leading provider of homebuilder title and closing services. We lead the industry in adaptation to changing business environments. We offer smarter processes, simpler systems, and faster closings. No matter the location or complexity of your development, our experts are ready to serve you.

About Crummack Huseby Association Management

The firm provides HOA management services to a wide variety of home builders and communities. As a community management leader, Crummack Huseby continually sets new standards of excellence within our industry, exploring new ways to cut your costs, increase operational efficiencies, and maximize your resources.

About Westwood Insurance Agency

As one of the nation’s largest personal insurance agencies, Westwood Insurance Agency has been there for thousands of home buyers by helping them get coverage quickly so they can close their loans and move in on time. We promise very competitive rates, quoted quickly via e-mail, in writing or over the phone. We also promise prompt, dependable, personal attention not just in getting your business, but in maintaining your business and assisting with your claims.  Since 1952, we’ve been there for individuals and families, assisting them with their insurance needs. Westwood Insurance Agency, Inc is a wholly owned subsidiary of QBE.

About PHWS 

PHWS has operated for nearly 20 years. Starting in Southern California in 1997, the company has expanded throughout the state and into Arizona and North Carolina.  PHWS is a third party new home customer care and builder warranty callback management service.  PHWS provides new homebuilders a complete customer service and warranty management department. We manage pre-delivery, post-closing and the entire statute of repose period, which in many states is 10 years. PWHS enhances the new home buyer’s experience with their builder and keeps everyone on track to deliver a better customer experience.

About Peninsula Publishing

With 20 years of experience, Peninsula Publishing, Inc. has focused on the USA’s homebuilding industry. Through print and online media, Peninsula Publishing develops and operates six business-to-business publications, industry websites and weekly e-newsletters. Publisher of Builder and Developer, Green Home Builder, American Infrastructure, Residential Contractor, Options, 50+ builder, Builder Bytes and AI Weekly.

About Mayers & Associates    

Mayers & Associates Civil Engineering, Inc. is a company providing planning, engineering, hydrology & hydraulic design, water quality services, mapping and surveying services in the Southern California area. Our firm provides a full range of services to home builders and developers, and municipalities for development of residential, commercial, industrial, recreational, educational property and civic improvements in the Southern California area.

Information about Eliant Homebuyers’ Choice Awards: Contact Bob Mirman, CEO, Eliant (949-533-4006)

See complete list of winners on the following pages. >>>>>>>>>>>>>>>>>>>>>>>>

 “Eliant 2017 Home Buyers’ Choice Awards” Winning Builders and Criteria

Eliant is proud to announce the 40 home-builder winners of the “Eliant 2017 Home Buyers’ Choice Awards,” in partnership with imortgage/Loan Depot, dwellingLive, Crummack Huseby, Westwood Insurance, PHWS, First American Title, Peninsula Publishing and Mayers & Associates.

The top national award – “The ELIANT” – has been presented to the two highest rated home builders based on customers’ ratings of the three “Key Measures” questions at Move-In and Year-End (Satisfied with Overall Quality?; Builder Met Commitments?; Customer’s Willingness to Refer a Friend):

The “ELIANT”: Highest rating for “Overall Purchase & Ownership Experience

Single division home builder: The Olson Company – Seal Beach, CA

Multiple division home builder: MBK Homes – Irvine, CA

All other awards have been given for home buyers’ satisfaction with six key elements of the purchase and ownership experience. The six categories include:

The Purchase Experience (on Eliant’s ‘Move-In Survey’)

The Design Selection Experience (on the Move-In Survey)

The Construction Experience (on the Move-In Survey)

First-Year Customer Service Experience (from Eliant’s ‘Mid-Year’ and ‘Year-End Surveys’)

First-Year Quality (from the ‘Year-End Survey’)

Highest Percent of Sales From Referrals (from the Move-In Survey: “Were you referred to this builder by a friend?”)

In these categories, awards have been given to builders in each of three ‘size’ segments based on total 2016 closings:

High Volume Home Builders or Divisions: 276+ homes closed

Large Home Builders or Divisions: 126-275 homes closed

Medium Home Builders or Divisions: <125 homes closed

New this year, the Eliant Customer Commitment Award, given to all new clients that started surveying their customers in 2016.  Eliant will also recognize the “Most Improved” builder divisions. In addition, awards focusing on specific behaviors that correlate with high customer satisfaction and willingness to refer a friend will be given. These “Referral Driver” categories include:

Design Selection Experience: Perceived Value

Pro-Active Communication of Construction Progress

Site Cleanliness

Warranty Service: Right the First Time

Lender’s Proactive Communication of Loan Status

The top field representatives in the areas of Sales, Construction, Design and Customer Service received awards. These representatives have been identified by homeowners as the best in the nation at delivering an extraordinary customer experience by homeowners in 2016.

Winners of the “Eliant 2017 Home Buyers’ Choice” awards are based only on scores from all surveys received from January 1-December 31, 2016, regardless of closing date.

The 2017 Homebuyers’ Choice Award luncheon to honor our award winners: February 23, 2017 at the Newport Beach Country Club – Newport Beach, CA.

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40 Home builders receiving Premier Awards (First, Second, Third Place) or Honorable Mention awards include (in alphabetical order):

Benchmark Communities – NorCal – Bay Area

Benchmark Communities – NorCal – Central Valley

Benchmark Communities – North Carolina

Benchmark Communities – Southern California

Brookfield Residential – Bay Area

Brookfield Residential – Southern California

Castle and Cooke Homes – Hawaii

Gentry Homes – Hawaii

Giddens Homes – Austin

GL Homes of FL – Naples

GL Homes of FL – Other Palm Beach

GL Homes of FL – Palm Beach Adult

GL Homes of FL – Palm Beach Family

GL Homes of FL – Palm Beach Luxury

Grand Homes – Dallas – East

Irvine Pacific – Irvine, CA

MBK Homes – Northern California

MBK Homes – Southern California

McKee Builders – Pennsylvania

Minto Homes – Florida

Qualico – Foxridge Homes, Vancouver, BC

Qualico – StreetSide – Winnipeg

Pardee Homes – Las Vegas – TRI Pointe Group

Pardee Homes – San Diego – TRI Pointe Group

Robson Resort Communities – Arizona

Robson Resort Communities – Texas

Rosewood Homes – Phoenix

The McCaffrey Group – Fresno

The New Home Company – Bay Area

The New Home Company- Sacramento

The New Home Company – Southern California

The Olson Company – Seal Beach

Tim Lewis Communities – Northern California

TRI Pointe Group – Northern California – TRI Pointe Homes

TRI Pointe Group – Southern California – TRI Pointe Homes

Wathen Castanos – Fresno

William Lyon Homes – Nevada

William Lyon Homes – Southern California

Woodside Homes – Fresno

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“Eliant’s 2017 Home Buyers’ Choice Awards”

In partnership with imortgage/Loan Depot, dwellingLive, Crummack Huseby, Westwood Insurance, PHWS , First American Title, Peninsula Publishing, and Mayers & Associates.

Homebuyers’ Ratings of ‘The Purchase Experience’

High Volume Builders (276+ closings in 2016)

First Place:  Brookfield Residential – Southern California

Second Place:  William Lyon Homes – Southern California

Third Place:  Robson Resort Communities – Arizona

Honorable Mention (HM):

TRI Pointe Group – Southern California – TRI Pointe Homes

TRI Pointe Group – Northern California – TRI Pointe Homes

Large Volume Builders (126-275 closings in 2016)

First Place: The New Home Company – Southern California

Second Place: Benchmark Communities – NorCal – Central Valley

Third Place: The Olson Company – Southern California

Honorable Mention (HM):

Wathen Castanos – Fresno

Robson Resort Communities – Texas

Medium Volume Builders (<125 closings in 2016)

First Place: MBK Homes – Southern California

Second Place: MBK Homes – Northern California

Third Place Goes To 2 Builders (TIE for 3rd place):

Rosewood Homes – Phoenix

Tim Lewis Communities – Northern California

Honorable Mention (HM):

The New Home Company – Sacramento

The Design Selection Experience

High Volume Builders (276+ closings in 2016)

First Place:  William Lyon Homes – Southern California

Second Place:  Minto Homes – Florida

Third Place: Goes to 2 Builders (TIE for 3rd place) :

Robson Resort Communities – Arizona

Pardee Homes – Las Vegas – TRI Pointe Group

Honorable Mention (HM):

TRI Pointe Homes – Southern California – TRI Pointe Group

Large Volume Builders (126-275 closings in 2016)

First Place:  Benchmark Communities – NorCal – Central Valley

Second Place:  The Olson Company – Southern California

Third Place:  The New Home Company – Southern California

Honorable Mention (HM):

Wathen Castanos – Fresno

Robson Resort Communities – Texas

Medium Volume Builders (<125 closings in 2016)

First Place: MBK Homes – Southern California

Second Place: MBK Homes – Northern California

Third Place:  The New Home Company – Sacramento

Honorable Mention (HM):

Benchmark Communities – Southern California

McKee Builders – Pennsylvania

The Construction Experience

High Volume Builders (276+ closings in 2016)

First Place: William Lyon Homes – Southern California

Second Place: TRI Pointe Group – Northern California – TRI Pointe Homes

Third Place: TRI Pointe Group – Southern California – TRI Pointe Homes

Honorable Mention (HM):

Minto Homes – Florida

Brookfield Residential – Southern California

Large Volume Builders (126-275 closings in 2016)

First Place:  The New Home Company- Southern California

Second Place:  Benchmark Communities – NorCal – Central Valley

Third Place: The Olson Company – Southern California

Honorable Mention (HM):

Wathen Castanos – Fresno

Robson Resort Communities – Texas

William Lyon Homes – Nevada

Medium Volume Builders (<125 closings in 2016)

First Place: MBK Homes – Southern California

Second Place: MBK Homes – Northern California

Third Place:  Rosewood Homes – Phoenix

Honorable Mention (HM):

The New Home Company – Sacramento

Benchmark Communities – North Carolina

Overall First-Year Quality

High Volume Builders (276+ closings in 2016)

First Place:  Robson Resort Communities – Arizona

Second Place:  TRI Pointe Group – Northern California – TRI Pointe Homes

Third Place:  TRI Pointe Group – Southern California – TRI Pointe Homes

Honorable Mention (HM): 

Minto Homes – Florida

Woodside Homes – Fresno

Large Volume Builders (126-275 closings in 2016)

First Place:  The Olson Company- Southern California

Second Place:  The New Home Company – Southern California

Third Place:  Grand Homes – Dallas East

Honorable Mention (HM):

Benchmark Communities – NorCal – Central Valley

Benchmark Communities – NorCal – Bay Area

Medium Volume Builders (<125 closings in 2016)

First Place:  The New Home Company – Sacramento

Second Place:  Rosewood Homes – Phoenix

Third Place:  Giddens Homes – Austin

Honorable Mention (HM):

MBK Homes – Southern California

GL Homes of Florida – Other Palm Beach

The First-Year Customer Service Experience

High Volume Builders (276+ closings in 2016)

First Place:  TRI Pointe Homes – Northern California – TRI Pointe Group

Second Place:  William Lyon Homes – Southern California

Third Place:  Irvine Pacific – Irvine, CA

Honorable Mention (HM):

TRI Pointe Homes – Southern California – TRI Pointe Group

Robson Resort Communities – Arizona

Large Volume Builders (126-275 closings in 2016)

First Place:  The Olson Company

Second Place:  The New Home Company – Southern California

Third Place:  Grand Homes – Dallas – East

Honorable Mention (HM):

Benchmark Communities – NorCal – Central Valley

Benchmark Communities – NorCal – Bay Area

Medium Volume Builders (<125 closings in 2016)

First Place: (TIE for 1st place)

MBK Homes – Southern California

The New Home Company – Sacramento

Third Place:  Rosewood Homes – Phoenix

Honorable Mention (HM):

The New Home Company – Bay Area

Giddens Homes – Austin

Highest Percent of Sales from Referrals

High Volume Builders

First Place:  Irvine Pacific – Irvine, CA (41%)

Second Place:  Brookfield Residential – Bay Area (35%)

Third Place:  GL Homes of Florida – Naples (34%)

Honorable Mention (HM):

TRI Pointe Homes – Northern California – TRI Pointe Group (34%)

Pardee Homes – San Diego – TRI Pointe Group (34%)

Large Volume Builders

First Place:  GL Homes of Florida – Palm Beach Adult (48%)

Second Place:  McCaffrey Group – Fresno (42%)

Third Place:  Qualico – Foxridge Homes – Vancouver (38%)

Honorable Mention (HM):

GL Homes of Florida – Palm Beach Luxury (33%)

GL Homes of Florida – Palm Beach Family (33%)

Medium Volume Builders

First Place:  Gentry Homes – Hawaii (50%)

Second Place:  MBK Homes – Southern California (42%)

Third Place:  Castle and Cooke Homes – Hawaii (37%)

Honorable Mention (HM):

McKee Builders – Pennsylvania (33%)

Qualico – StreetSide – Winnipeg (30%)

Most Improved Builder

First Place:  GL Homes of Florida – Other Palm Beach

Second Place:  William Lyon – Southern California

Third Place:  Irvine Pacific – Southern California

Honorable Mention (HM):

GL Homes of Florida – Palm Beach Luxury

The New Home Company – Sacramento

Referral Driver Issues: Design Selection Experience: Perceived Value

First Place:  MBK Homes – Southern California

Second Place:  Benchmark Communities – NorCal – Central Valley

Third Place:  The New Home Company – Southern California

Honorable Mention (HM):

The Olson Company – Southern California

Pardee Homes – Las Vegas- TRI Pointe Group

Referral Driver Issues: Pro-Active Communication of Construction Progress

First Place:  MBK Homes- Southern California

Second Place:  Brookfield Residential – Southern California

Third Place:  The Olson Company – Southern California

Honorable Mention (HM):

The New Home Company – Southern California

Benchmark Communities – NorCal – Central Valley

Referral Driver Issues: Site Cleanliness

First Place:  MBK Homes- Southern California

Second Place:  William Lyon Homes – Southern California

Third Place:  The New Home Company – Southern California

Honorable Mention (HM):

The Olson Company – Southern California

Benchmark Communities – NorCal – Central Valley

Referral Driver Issues: Warranty Service: Right the First Time

First Place:  MBK Homes- Southern California

Second Place:  The Olson Company – Southern California

Third Place:  Rosewood Homes- Phoenix

Honorable Mention (HM):

The New Home Company – Sacramento

The New Home Company – Southern California

Referral Driver Issues: Lender Proactive Communication of Loan Status

First Place:  MBK Homes- Southern California

Second Place:  William Lyon Homes – Nevada

Third Place:  Giddens Homes – Austin

Honorable Mention (HM):

Benchmark Communities – NorCal – Central Valley

The New Home Company – Southern California

Sales Representative of The Year:

First Place: (TIE for 1st place):

Julie Harwood – Brookfield Residential– Southern California

Vallery DeVilbiss – Brookfield Residential– Southern California

Matt Sbragia – TRI Pointe Homes – Northern California -TRI Pointe Group

Honorable Mention (HM):

Heidi Chiang – MBK Homes – Southern California

Sheril Alexandre – MBK Homes – Southern California

Construction Representative of The Year:

First Place:  Ryan Grexton – William Lyon Homes – Southern California

Second Place:  Henry Van Curler – MBK Homes – Southern California

Third Place: (TIE for 3rd place):

John Fent – Benchmark Communities – NorCal – Central Valley

Alan Howery- Benchmark Communities – NorCal – Central Valley

Richard Hobar – Minto Homes – Florida

Design Representative of The Year:

First Place:  Heather Alexander- The Olson Company – Southern California

Second Place: (TIE for 2nd place)

Alyssa Matthews– MBK Homes – Southern California

Andrea Polednak – Pardee Homes – Las Vegas – TRI Pointe Group

Honorable Mention (HM):

Pamela Sadler- The New Home Company – Bay Area

Donna Roveda – TRI Pointe Homes – Southern California – TRI Pointe Group

Customer Service Representative of The Year:

First Place:  Robert Lilly – MBK Homes – Southern California

Second Place:  Eric Connolly & James Malcolm- The Olson Company – Southern California

Third Place: Todd Spofford- TRI Pointe Homes – Northern California – TRI Pointe Group

Honorable Mention (HM):

Matt Smelser- The Olson Company – Southern California

Bjarne Haukebo- The New Home Company – Southern California

Customer Experience Leader of the Year:

Donna Velasco –  MBK Homes

Overall Home Purchase & Ownership Experience   (“The Eliant”)

Single Division Builders (regardless of sales volume)

First Place: The Olson Company – Seal Beach, CA

Second Place: Rosewood Homes – Phoenix

Third Place:  Wathen Castanos – Fresno

Honorable Mention (HM):

Giddens Homes – Austin

Minto Homes – Florida

Multi-Divisional Builders (regardless of sales volume)

First Place: MBK Homes – Irvine, CA

Second Place:  The New Home Company – Aliso Viejo, CA

Third Place:  Robson Resort Communities – AZ/TX

Honorable Mention (HM):

TRI Pointe Group – Newport Beach, CA

Benchmark Communities – San Jose, CA

For further information, contact Bob Mirman (949) 753-1077 x12

 

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