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Customer Experience In IndustryTop 10 Best Customer Experience Measurement Services of 2026
Ranked review of customer experience measurement services with analytics notes and provider context from KPMG, PwC, and EY.
How we ranked these tools
Core product claims cross-referenced against official documentation, changelogs, and independent technical reviews.
Analyzed video reviews and hundreds of written evaluations to capture real-world user experiences with each tool.
AI persona simulations modeled how different user types would experience each tool across common use cases and workflows.
Final rankings reviewed and approved by our editorial team with authority to override AI-generated scores based on domain expertise.
Score: Features 40% · Ease 30% · Value 30%
Gitnux may earn a commission through links on this page — this does not influence rankings. Editorial policy
KPMG is the best fit for enterprises that need governed CX measurement delivery and closed-loop action routing, whereas Nielsen works well for governance-heavy teams that want benchmarked, method-led insights with structured reporting.
Editor’s top 3 picks
Three quick recommendations before you dive into the full comparison below — each one leads on a different dimension.
KPMG
Closed-loop feedback execution support that connects CX findings to detractor recovery and accountable owners.
Built for fits when enterprises need governed CX measurement delivery and closed-loop action routing..
PwC
Editor pickManaged VoC program design that links measurement structure to closed-loop operating workflows.
Built for fits when enterprises need governed CX measurement programs with consulting-led interpretation and action planning..
EY
Editor pickGovernance-led VoC program design that links survey insights to accountable closed-loop follow-up and resolution tracking.
Built for fits when enterprises need governed VoC programs, closed-loop ownership, and coordinated CRM or contact-center integrations..
Comparison Table
KPMG
enterprise_vendorProfessional services firm providing customer experience measurement and voice-of-customer consulting.
Closed-loop feedback execution support that connects CX findings to detractor recovery and accountable owners.
KPMG’s core capability centers on designing and managing end-to-end CX measurement programs, from questionnaire development and execution planning to interpretation and management reporting. Teams can operationalize CX metrics across transactional and relationship feedback streams while maintaining consistent methodology and reporting logic. Governance controls are usually handled through delivery process artifacts, including agreed measurement frameworks, quality checks for data capture, and role-based ownership of actioning.
A key tradeoff appears in speed and self-service control, because KPMG delivery is process-led and depends on client participation for approvals, governance decisions, and data access. KPMG fits best when measurement must be tied to operating models and when findings need structured routing into customer experience management processes, not just dashboards.
- +Enterprise CX measurement governance through program methodology and quality checks
- +Survey and analytics delivery tied to operational action workflows
- +Cross-channel feedback program management with consistent reporting logic
- +Interpretation and driver work designed for stakeholder decision-making
- –Limited self-serve experimentation compared with product-first survey tooling
- –Slower iteration cycles due to client approvals and delivery governance
- –Deeper use can require data access commitments from client systems
- –Integration automation varies by engagement scope and client architecture
Customer experience executives
Standardize CX metrics across regions
Consistent executive CX reporting
Contact-center operations
Route detractor drivers to teams
Faster recovery workflows
Show 2 more scenarios
Product management teams
Link journeys to measurable experience changes
Prioritized journey improvements
Questionnaires and analysis are structured to isolate journey drivers.
Customer insights teams
Run enterprise-wide VoC programs
Decision-ready insights
KPMG manages program execution and interpretation across multiple feedback sources.
Best for: Fits when enterprises need governed CX measurement delivery and closed-loop action routing.
PwC
enterprise_vendorProfessional services network offering customer experience measurement and strategy consulting.
Managed VoC program design that links measurement structure to closed-loop operating workflows.
PwC typically fits when customer experience measurement spans multiple business units, channels, and touchpoints that require a single measurement approach. It covers questionnaire design, survey execution planning, and driver analysis outputs that are translated into action planning for closed-loop feedback programs. The delivery model favors structured governance and repeatable measurement methods over self-serve configuration.
A tradeoff appears when teams expect hands-on software administration, developer-grade automation, or broad API surface for real-time ingest and event-level routing. PwC is a strong fit when leaders need help standardizing CSAT and NPS programs, interpreting detractor drivers, and aligning measurement to customer journey priorities.
- +Program-level measurement design across touchpoints and stakeholders
- +Driver analysis deliverables tied to prioritization and execution plans
- +Governed survey and closed-loop feedback approach for consistency
- +Journey and touchpoint insights packaged for cross-functional use
- –Less suited for teams seeking in-house CX automation tooling
- –API and extensibility expectations may not match product-first platforms
- –Setup and alignment cycles can slow rapid experimentation
- –Self-serve configuration depth is limited versus software-only vendors
Customer experience leaders
Standardize enterprise VoC governance
Consistent decisions across teams
Contact center operations
Use feedback for detractor recovery
Higher detractor follow-through
Show 2 more scenarios
Product and journey teams
Measure touchpoints with journey context
Clearer journey prioritization
Touchpoint measurement outputs connect experience scores to journey stages and root causes.
Marketing measurement teams
Orchestrate relationship and intercept surveys
Lower survey friction
Survey orchestration and questionnaire design guide consistent CSAT and NPS collection patterns.
Best for: Fits when enterprises need governed CX measurement programs with consulting-led interpretation and action planning.
EY
enterprise_vendorProfessional services firm providing customer experience measurement and transformation consulting.
Governance-led VoC program design that links survey insights to accountable closed-loop follow-up and resolution tracking.
EY works best when CX leaders need repeatable measurement frameworks across multiple business units and markets. The delivery model typically includes standardized questionnaire design, translation and respondent sampling planning, and reporting controls aligned to stakeholder review cycles. EY also supports closed-loop feedback handling by routing insights to accountable teams and tracking resolution progress.
A tradeoff is that measurement outcomes depend on EY’s engagement model for instrument design and governance, which can slow time to first results versus tools that self-serve survey operations. EY fits well when measurement must stand up to audit-like stakeholder scrutiny and when integration with CRM and contact-center systems requires coordination across IT and operations.
- +Managed VoC instrumentation aligned to enterprise reporting governance
- +Closed-loop routing supports case ownership and detractor recovery workflows
- +Integration coordination for CRM and contact-center touchpoint measurement
- +Driver analysis packaging for consistent cross-program comparison
- –Less self-serve survey operations than dedicated CX measurement tooling
- –Time-to-setup depends on stakeholder alignment and data access paths
- –Customization depth requires structured engagement rather than rapid DIY changes
- –Survey redesign cycles can lag when multiple business units must approve
Customer experience leaders
Multi-region CX measurement governance
Consistent benchmarked CX scores
Contact-center analytics teams
Combine feedback with call drivers
Actionable journey driver insights
Show 2 more scenarios
CRM operations teams
Route VoC to account ownership
Tracked resolution and follow-up
EY structures closed-loop workflows for operational teams to resolve detractors.
Program management offices
Harmonize surveys across channels
Lower survey fatigue risk
EY aligns contextual feedback collection with consistent questionnaire standards.
Best for: Fits when enterprises need governed VoC programs, closed-loop ownership, and coordinated CRM or contact-center integrations.
Accenture
enterprise_vendorGlobal professional services firm offering customer experience measurement and digital CX services.
Closed-loop implementation connects experience measurement results to case handling and assignment workflows.
Accenture delivers customer experience measurement as a services-led program that connects measurement design, data capture, and operational closed-loop handling. Engagement teams typically define CX KPIs and reporting for CSAT, NPS, CES, and journey-level touchpoints, then coordinate collection across digital and contact-center channels.
The differentiator is implementation depth around governance, integration, and workflow automation across stakeholders rather than a standalone survey UI. Measurement outputs are usually translated into case management and operational actions tied to experience owners.
- +Delivery teams translate CX KPIs into operational workflows with closed-loop handling
- +Integration support for omnichannel feedback streams tied to business processes
- +Governance and stakeholder coordination around measurement cadence and reporting ownership
- +Custom intercept and survey program design aligned to journey touchpoints
- –Services-heavy delivery can slow iteration for teams needing self-serve changes
- –Tooling and configuration details depend on engagement scope and system landscape
- –Automation depth varies with the selected operational workflow and data availability
- –Admin burden rises when multiple channels and business units require different rules
Best for: Fits when large organizations need end-to-end CX measurement integration into operational processes.
Boston Consulting Group
enterprise_vendorManagement consultancy offering customer experience measurement and customer-centric transformation services.
Experience measurement framework delivery that ties questionnaire design and driver analysis to closed-loop prioritization.
Boston Consulting Group supports customer experience measurement through consulting-led program design, analytics, and governance for enterprise CX metrics. It is distinct for translating measurement goals into an experience measurement framework that aligns touchpoints, survey instruments, and performance reporting.
Typical deliverables include customer feedback program architecture, VoC analysis workflows, and cross-channel benchmarks used for driver analysis and closed-loop prioritization. Data and automation depth tends to come from implementation work and integration management rather than a self-serve measurement dashboard alone.
- +Program design aligns touchpoint measurement with CX strategy and KPIs
- +VoC analysis workflows connect qualitative themes to performance decisions
- +Benchmarking and driver analysis support prioritization across journeys
- +Governance artifacts support consistent metric definitions across teams
- –Most measurement outcomes depend on consulting engagement and delivery timelines
- –Automation and API surface for survey orchestration is not a primary self-serve focus
- –Extensibility for niche questionnaires may require custom workstreams
- –Admin tooling for day-to-day operations can feel indirect versus native CX suites
Best for: Fits when CX measurement requires enterprise governance and analytics translation across channels and stakeholders.
Capgemini
enterprise_vendorGlobal services firm providing customer experience measurement and digital CX implementation.
Closed-loop program delivery that turns survey and feedback inputs into operational handoffs and measurable follow-up actions.
Capgemini fits organizations that need customer experience measurement tied to enterprise delivery, governance, and integration work across sales, service, and operations. Its CX measurement delivery focuses on designing VoC programs, orchestrating survey flows, and wiring results into operational reporting and case workflows through consulting-led implementation.
Capgemini’s differentiation is the ability to manage end-to-end customer feedback programs with strong admin oversight, audit-ready process controls, and integration to existing systems and analytics stacks. For teams that already have CX tooling but need measured outcomes to land in day-to-day execution, Capgemini’s delivery model aligns better than standalone analytics-only vendors.
- +Consulting-led CX measurement implementations that connect feedback to operations
- +Survey orchestration built for closed-loop workflows and follow-up routing
- +Integration work supports linking feedback streams to CRM and contact-center data
- +Governance practices for program administration and controlled changes
- –Automation and API surface tend to be implementation-driven, not product-first
- –Tooling usability can feel heavier when governance and workflows are tightly controlled
- –Time-to-impact depends on requirements discovery and integration scope
- –Changes to measurement frameworks may require ongoing delivery engagement
Best for: Fits when enterprise teams need CX measurement program delivery plus system integration and governance.
Nielsen
specialistGlobal measurement and data analytics firm offering customer experience and consumer insight services.
Benchmark-based experience reporting anchored in Nielsen’s research methodology and multi-market comparative context.
Nielsen is a customer experience measurement provider known for pairing survey and analytics work with established industry benchmarks across markets and categories. Experience measurement programs are typically built around Nielsen’s research operations and reporting process, with guidance that maps survey outputs to business decisions.
Nielsen also supports text and sentiment style analysis workflows used to interpret open-ended feedback at scale. CX measurement delivery is geared toward governance-heavy research teams that need consistent methodology and audit-ready documentation.
- +Strong benchmark orientation for comparing experience results across segments
- +Research methodology and documentation support reduce program inconsistency risk
- +Text analytics workflows help interpret open-ended feedback at scale
- +Operational rigor fits closed-loop reporting and structured stakeholder review
- –Less self-serve than survey-first customer feedback platforms
- –API automation depth can be limited versus CX suites built for continuous orchestration
- –Time-to-insight can be longer due to research process and validation steps
- –Admin governance workflows may require heavier internal coordination
Best for: Fits when governance-heavy CX measurement teams need benchmarked, method-led insights and structured reporting.
J.D. Power
specialistConsumer intelligence firm specializing in customer satisfaction measurement and benchmarking.
Benchmark-first CX reporting that ties experience outcomes to standardized research frameworks.
J.D. Power measures customer experience with research-grade benchmarks and performance reporting rooted in structured survey methodology. Its offering centers on customer satisfaction and loyalty measurement tied to standardized question design and cross-industry comparison workflows.
It also supports operational feedback loops through partner-facing reporting packages that help connect survey results to business actions. For teams that need defensible experience metrics and external benchmark context, it delivers more than internal-only dashboards.
- +Benchmark-driven reporting tied to standardized experience measurement frameworks
- +Survey design approach supports consistent measurement across programs
- +Strong research orientation for defensible CSAT and NPS score interpretation
- +Reporting packages help translate metrics into management-ready narratives
- –Less oriented toward self-serve survey orchestration and rapid iteration
- –Extensibility and API-based automation are limited compared with survey-first vendors
- –Workflow coverage for closed-loop case handling can be shallow without partners
- –Program governance requires disciplined questionnaire and sampling management
Best for: Fits when organizations need benchmark context and research-grade experience measurement more than high automation.
Bain & Company
enterprise_vendorGlobal management consultancy that created the Net Promoter Score methodology used widely in CX measurement.
Closed-loop operating model design that maps feedback themes to owner routing and case handling workflows.
Bain & Company delivers customer experience measurement work through its consulting-led analytics and research practice rather than as a self-serve CXM app. Measurement engagements typically combine survey program design, VoC-style text and sentiment analysis, and benchmarking to translate experience data into decision-focused insights.
Bain also supports closed-loop operating models by defining how teams capture feedback, classify themes, and route cases to accountable owners. Integration depth tends to depend on engagement scope because data pipelines and operational workflows are often built alongside Bain teams.
- +Consulting-led measurement design that ties KPIs to operating decisions
- +Text analytics and sentiment outputs framed for theme-to-action translation
- +Benchmarking and driver analysis support prioritization beyond raw scores
- +Closed-loop program design includes routing logic for accountable follow-up
- –Automation and API surfaces vary by engagement scope and implementation support
- –Ongoing measurement programs can depend on Bain staff for iteration cycles
- –Limited evidence of a standalone survey orchestration admin workflow
- –Governance and audit log capabilities are not clearly documented as a product feature
Best for: Fits when enterprise teams want measurement and CX analytics delivered as an insights-to-actions program.
Deloitte
enterprise_vendorBig Four professional services firm providing CX measurement strategy and implementation consulting.
Closed-loop feedback operational design that maps survey and VoC outputs to follow-up workflows and accountability.
Deloitte fits organizations that need end-to-end customer experience measurement design and execution, not just survey publishing.
Delivery emphasizes survey instrumentation, data quality controls, and governance so CX metrics can be acted on through structured follow-up.
Analytics support commonly covers qualitative VoC extraction and sentiment-style theme detection from open-text feedback.
Integration is handled as part of an engagement, which limits visibility into an exposed automation and API surface for in-house teams.
- +Measurement program design tied to CX governance and closed-loop operations
- +Strong survey development support including questionnaire logic and response validation
- +Text analytics delivery support for VoC themes and sentiment extraction
- +Cross-system integration planning for CRM and contact-center feedback flows
- –Platform capability depends on engagement scope rather than a fixed self-serve workflow
- –Automation and API surface are not productized for customer teams to self-integrate
- –Operational turnaround can reflect consulting delivery cycles
- –Configuration depth and RBAC granularity depend on the engagement setup
Best for: Fits when enterprises need managed CX measurement delivery with governance and analytics execution across channels.
Conclusion
After evaluating 10 customer experience in industry, KPMG stands out as our overall top pick — it scored highest across our combined criteria of features, ease of use, and value, which is why it sits at #1 in the rankings above.
Use the comparison table and detailed reviews above to validate the fit against your own requirements before committing to a tool.
How to Choose the Right customer experience measurement
Customer experience measurement programs convert VoC and CX feedback into repeatable metrics, driver insights, and routed actions across touchpoints. This guide frames the buying choices through KPMG, PwC, EY, Accenture, and eight additional providers from the ranked set.
The provider notes in the individual reviews focus on closed-loop execution governance at KPMG, managed VoC program design at PwC, and governance-led VoC routing with resolution tracking at EY. The same coverage pattern appears across Accenture’s operational workflow integration and Deloitte’s managed closed-loop operational design, then narrows as the list shifts toward benchmark-first reporting at Nielsen and J.D. Power.
Customer experience measurement buyer guide: survey, analytics, and closed-loop action routing
Customer experience measurement is the structured collection and analysis of customer feedback, survey results, and text themes to produce CSAT, NPS, CES, and driver analysis outputs that teams can use to change operations. In practice, the workflow ends with closed-loop feedback execution that ties experience findings to accountable owners and follow-up outcomes, which is a defining emphasis for KPMG.
Some providers deliver measurement through governed VoC program design that links survey structure to operating workflows, such as PwC and EY. Others emphasize how measurement results are translated into case handling and assignment workflows, including Accenture and Deloitte, while Nielsen and J.D. Power center benchmarking and standardized research frameworks to contextualize experience outcomes.
Customer experience measurement capabilities that change outcomes
Customer experience measurement only affects CX performance when findings are wired to owners, workflows, and follow-up outcomes rather than ending as reports. The highest-impact providers make that wiring repeatable across surveys, analytics, and operational execution, including closed-loop routing and detractor recovery support.
Closed-loop action routing tied to detractor recovery
KPMG connects CX findings to detractor recovery and accountable owners through closed-loop execution support. Bain & Company also maps feedback themes to owner routing and case handling workflows.
Governed VoC program design across touchpoints
PwC delivers managed VoC program design that links measurement structure to closed-loop operating workflows. EY provides governance-led VoC program design with closed-loop routing that supports case ownership and resolution tracking.
End-to-end integration into case handling and assignment workflows
Accenture focuses on closed-loop implementation that connects experience measurement results to case handling and assignment workflows. Deloitte provides managed closed-loop operational design that maps survey and VoC outputs to follow-up workflows and accountability.
Experience measurement framework delivery that links driver analysis to prioritization
Boston Consulting Group delivers an experience measurement framework that ties questionnaire design and driver analysis to closed-loop prioritization. Nielsen centers on benchmark-based experience reporting anchored in Nielsen’s research methodology for consistent comparative context.
Benchmark-first reporting for standardized frameworks and multi-market comparability
J.D. Power emphasizes benchmark-first CX reporting tied to standardized experience measurement frameworks. Nielsen also supports benchmark orientation across segments using documented research methodology and structured reporting.
Decision framework for customer experience measurement programs
First decide whether measurement should run like an operated program with governance and staffed execution or like a more self-serve survey and analytics workflow. KPMG, PwC, and EY skew toward governed delivery patterns where closed-loop outcomes and ownership are part of the engagement. Second decide how much the measurement capability needs to extend into operational systems like case routing and CRM or contact-center integration.
Accenture and Deloitte focus on operational workflow integration, while Nielsen and J.D. Power center more on benchmark and standardized reporting context.
Match delivery style to how CX actions get executed
If CX actions require accountable owners and formal governance checks, KPMG fits when the goal is closed-loop feedback execution tied to detractor recovery. If the organization needs consulting-led interpretation and action planning built into a VoC program, PwC fits that operating pattern.
Choose the routing model that aligns with case ownership
If routing must support case ownership and resolution tracking, EY aligns with governance-led VoC routing that includes follow-up tracking. If routing must connect measurement KPIs to case assignment workflows, Accenture aligns with closed-loop implementation for assignment workflows.
Decide how much measurement outcomes must be operationalized
If measurement outcomes must be translated into operational workflows through delivery teams that build and connect the measurement-to-operations chain, Deloitte matches managed closed-loop operational design. If organizations prefer a program design that ties questionnaire design and driver analysis to prioritization decisions, Boston Consulting Group matches the framework-to-priorities workflow.
Pick benchmark context when you need comparability over automation
If internal reporting must include benchmark orientation across segments and markets, Nielsen supports structured benchmark reporting anchored in Nielsen’s research methodology. If standardized research frameworks and benchmark-driven reporting matter more than self-serve orchestration, J.D. Power matches a benchmark-first measurement posture.
Confirm whether iterative self-serve changes are a core requirement
If the organization needs rapid in-house survey iteration without delivery-cycle friction, KPMG’s slower iteration cycles due to client approvals and delivery governance can be a constraint. If iteration depends on stakeholder alignment and controlled setup paths, EY’s time-to-setup trade-offs match that governance-heavy reality.
Who benefits from these customer experience measurement approaches
The right customer experience measurement provider depends on whether CX improvement is executed through managed closed-loop programs or interpreted and benchmarked for leadership decisions. Many organizations need both, but the strongest fit usually favors one primary motion. KPMG, PwC, and EY are built around governed VoC and closed-loop routing, while Accenture and Deloitte emphasize operational workflow integration.
Nielsen and J.D. Power center more on standardized benchmark reporting context.
Enterprise teams that must route detractors into accountable recovery workflows
KPMG supports closed-loop execution where CX findings connect to detractor recovery owners, and Bain & Company maps feedback themes to owner routing and case handling workflows.
Organizations running governance-heavy VoC programs across multiple touchpoints
PwC and EY both deliver managed VoC program design where measurement structure links to closed-loop operating workflows with stakeholder governance.
Large organizations that need measurement results to feed case handling, assignment, and follow-up
Accenture connects experience measurement results to case handling and assignment workflows, and Deloitte maps survey and VoC outputs to follow-up workflows and accountability.
CX leadership teams prioritizing benchmark context and standardized research frameworks
Nielsen and J.D. Power emphasize benchmark-first reporting, where comparative context and standardized measurement frameworks carry more weight than rapid self-serve orchestration.
Common customer experience measurement pitfalls
Many failed deployments treat measurement as a reporting deliverable instead of an execution workflow connected to owners and outcomes. Others assume every provider offers the same level of self-serve iteration and API-ready automation for survey orchestration. The mistakes below map directly to how different providers position their strengths around governance, closed-loop routing, benchmark reporting, and delivery-led integration.
Selecting a provider only for analytics outputs without confirming closed-loop routing to accountable owners
KPMG explicitly connects CX findings to detractor recovery and accountable owners, while Deloitte maps survey and VoC outputs to follow-up workflows and accountability.
Assuming in-house teams can iterate surveys quickly when the program requires delivery governance and approvals
KPMG notes slower iteration cycles due to client approvals and delivery governance, and EY ties time-to-setup to stakeholder alignment and data access paths.
Choosing a benchmark-first provider for continuous orchestration needs
Nielsen and J.D. Power emphasize benchmark-based reporting with documented research methodology, so they can be less oriented toward self-serve survey orchestration and rapid iteration.
Overlooking that operational workflow integration is services-scoped rather than productized for all customer teams
Deloitte indicates platform capability depends on engagement scope rather than a fixed self-serve workflow, and Accenture notes that services-heavy delivery can slow iteration for teams needing self-serve changes.
How We Selected and Ranked These Providers
We evaluated KPMG, PwC, EY, Accenture, Boston Consulting Group, Capgemini, Nielsen, J.D. Power, Bain & Company, and Deloitte using feature depth for customer experience measurement delivery and governance, execution clarity for closed-loop routing, and ease of adoption for operational teams. Feature depth counted for 40 percent of the score, and ease and value each counted for 30 percent.
KPMG separated from the rest because closed-loop feedback execution support connects CX findings to detractor recovery and accountable owners, and its program methodology and quality checks align survey and analytics delivery with operational action workflows. We also used the provider notes that highlight trade-offs, including KPMG’s slower iteration cycles and EY’s time-to-setup dependency on stakeholder alignment.
Frequently Asked Questions About customer experience measurement
How should customer experience measurement services handle questionnaire design across transactional and relationship feedback?
Which provider models translate VoC and open-text feedback into driver analysis and themes for action planning?
How do KPMG, PwC, and EY differ in closed-loop feedback routing to accountable owners?
When does survey execution governance slow time to first results, and which delivery approach reduces that risk?
What integration and automation requirements typically break during onboarding for CRM and contact-center workflows?
How do these services approach security controls like audit logs and role-based access when multiple teams access CX measurement results?
Which provider is better suited for enterprise customer experience measurement program delivery when admin configuration must remain tightly controlled?
What breaks if a service cannot align measurement scope to journey-level touchpoints and existing ownership models?
How should teams handle data migration and measurement schema changes when moving from legacy customer feedback processes to a managed program?
Tools reviewed
Primary sources checked during evaluation.
Referenced in the comparison table and product reviews above.
- Customer Experience In IndustryTop 10 Best Customer Experience Services of 2026
- Customer Experience In IndustryTop 10 Best Client Satisfaction Survey Services of 2026
- Customer Experience In IndustryTop 10 Best Call Quality Monitoring Services of 2026
- Customer Experience In IndustryTop 10 Best Customer Experience Software of 2026
- Marketing AdvertisingTop 10 Best Marketing Measurement Software of 2026
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