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[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
[Report] Young India Series BFSI Report
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[Report] Young India Series BFSI Report

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To The New "Young India series " latest report on the BFSI Industry, revealed that stocks, mutual funds and insurance were key discussion areas for citizens across the country constituting 31%, 28% …

To The New "Young India series " latest report on the BFSI Industry, revealed that stocks, mutual funds and insurance were key discussion areas for citizens across the country constituting 31%, 28% and 22% respectively. The report, based on research by ThoughtBuzz, the social media analytics’ arm of TO THE NEW, analyzed digital conversations around banking, financial services and insurance sectors.

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  • 1. YOUNG INDIA SERIESYOUNG INDIA SERIES – BFSI REPORT
  • 2. Research Methodology The purpose of this report is to examine BFSI chatters on the web, the key drivers of conversation around the market and Industry, causes of negative and positive brand mentions, and identify key trends and mindset of people hosting these conversations. Objectives Our approach We listened to conversations and collected the data automatically from a corpus of several million sites, Collection was done on the basis of requirement defined Multilayered Refinement •Million of web sources Multi-level iterations to buildq by combinations of keywords. The data was then ran through a layer of text‐mining tool to remove noise, refine sentiment and refining themes. Time Frame: Jan 1, 2014 to Jan 31, 2012 Collection Articles and comments were then evaluated by researchers comprehensive and relevant queries •Derived through removal of irrelevant content such as ad links, irrelevant postings etc. through a combination of Overall Universe 2,08,338 Analysis Articles and comments were then evaluated by researchers after removing noise, there from assessing sentiment (negative, positive, neutral and ambivalent of the sample selected) and structuring the information into themes. Which indulged manual as well as automated processes to derive qualitative and quantitative analyses of the results to identify the trends in discussions threads. From the total relevant universe sample was selected for analysis through human analysis and text mining Relevant Universe y Stratified Random Sampling – Data captured across all dates and social media channels, Analysis done through semi manual process which also involves t l ti f lti t d Sample INDUSTRY – BFSI GEO  – INDIA  DURATION  – 1st ‐ 31st Jan, 2014 SOURCES – Twitter, Blogs, Forums, News & other Social Media  Ch l extrapolation of multi tagged tonality & themes AnalyzedChannels SAMPLING – 10% random sampling
  • 3. Young India – BFSI It id i d t ’ f t li i th h d f th th f “Its said every industry’s future lies in the hands of the youth of their country. Keeping this in mind here’s an attempt to quantify what INDIA’s Youth Talking about BFSI as an industry“ ” BFSI Relevant Universe N= 15,000 (Sampling done further at 10%, n = 1,500) Others 105 Stocks 465 Mutual Funds 420 Banking 180 Insurance 330 2,08,338 (JAN 2014)
  • 4. Our Methodology STEP 1: SELECT CRITERIA FOR THE STUDY STEP 2: INDUSTRY SEGMENTATION & CATEGORIZATION STEP 3: CATEGORY & SUB CATEGORY WISESTUDY CATEGORIZATION, DEMOGRAPHIC BIFURCATION - AGE, GENDER etc CATEGORY WISE SENTIMENT Insurance Banking Mutual Funds St k 1.CATEGORY a. SUBCATEGORY +ve -ve Neutral INDUSTRY - BFSI GEO - INDIA DURATION - 1st-31st Jan,2014 SOURCES T itt Bl Stocks Others Neutral KEY INSIGHTS SOURCES – Twitter, Blogs, Forums, News & other Social Media Channels THOUGHTBUZZ ANALYTICS
  • 5. Key Discussions – BFSI Of the observed more than 30% of discussion were related to shares & stocks Almost every 3rd individual is either enquiring or suggesting about various Mutual Funds Others 7% Others Includes discussion around NSC, Post Office Savings, Bonds, VC, Lottery, Lucky Draw, Angel Investors 31% 12% 7% StocksBanking Inclusive of discussions related to Indian banking system, CASA a/c opening & promotions, IBPS, Credit Cards & Loans Captured various conversation around stock quotes, exchange market conditions, experts tips & b lli h k d & f 22% Insurance Insurance related discussions are p , , bullish market trends & forecasts 28% Mutual Funds mostly either a promotional call complain, or an enquiry, or a claims settlement related discussion Buzz related to MF’s, growth rate, SIP’s MF agents, policies & regulations, lock- i i d & t i t tin periods & return on investments N= 1,500, 10% sample taken out of available data 15,000 random JAN’14
  • 6. Key Age Groups – Bifurcation taken for the study G t th 40 Y Less than 30 Years 30-40 Years Greater than 40 Years 26% of the observed 24% of the observed Less than 30 Years 50% of the observed M j it f th k Majority of them were interested in discussions related to mf’s, sip’s start- ups, VC funding's & A l i t Majority of them were keen interested in stocks buzz & discussions related to short term investments Majority of them initiated and participated in all kinds of insurance, stocks & mf’s discussions, many people of this age group were sharing investment tips & claims settlement issues Angel investors claims settlement issues N= 215, total age group data available out of the universe of 15,000 random data
  • 7. Topic wise key interest People below the age group of 30 years were more interested in Mutual Funds, Bonds, Venture Capitals, Angel Investors etc. People falling between the 30 – 40 age group took more interest in stocks & shares related discussions People Above 40 years were equally interested in Insurance MF’s & stocksPeople Above 40 years were equally interested in Insurance MF s & stocks 27% 29% Insurance Banking MF Stocks Others 22% 21% 26% 27% 24% 26% 21% 26% 20% 10% 15% 9% 12% 13% < 30 > 30 & < 40 > 40< 30 > 30 & < 40 > 40 N= 215, total age group data available out of the universe of 15,000 random data
  • 8. Gender Analysis – Bifurcation taken for the study Males were almost 2 times more active than females in posting BFSI related queries & suggestions 67% 33% N= 3000, total gender available out of the universe of 15,000 random data
  • 9. Top Category – Gender Bifurcation Males were predominantly interested in various Stocks, Mutual funds & other investment related queries whereas Females took more interest in Banking & Insurance related discussions 5% 4%Others Female Male  67%33% 40% 33%Stocks 25% 17% 23% B ki MF 18% 12% 23% 17% Insurance Banking 18% N= 3000, total gender available out of the universe of 15,000 random data
  • 10. Now, let’s look at BFSI as an overview (all age groups) & bifurcate the categories into sub- segments to drill down further Others 105 Stocks 465 Mutual Funds 420 Banking 180 Insurance 330 420 N= 1,500 for all further analysis beyond this point (10% sample of 15,000 available universe JAN’14 data)
  • 11. Top Discussions – Bifurcation taken for the study as per the Overall BFSI buzz 7% Stocks Mutual Funds Insurance Banking Others Stocks Mutual Funds Insurance TOP CATEGORIES31% 12% Insurance Banking Others (VCs, Angel Investors etc) 28% 22% OSMutual Others 105 Stocks 465 Mutual Funds 420 Banking 180 Insurance 330
  • 12. Top Discussions – BFSI Positive  Negative Neutral 90% 67% 72% 73% 72% 7% 16% 20% 18% 23%3% 17% 8% 9% 5% 7% 16% Stocks Mutual Funds Insurance Banking Others Almost 3 out of every 10 investors were interested in stocks news & posts Almost every third person was enquiring about Mutual funds, Majority of them are not satisfied with the current growth of their Mutual funds investment 2 of every 10 person have invested in either of Life, Health & General insurance Indian Banking system discussions were mostly related to banking promotions & CASA a/c openings, Majority of people agreed that Indian banking system should be modified 7 out of 100 people were more contented in unconventional investment instruments for short term profits7 out of 100 people were more contented in unconventional investment instruments for short term profits N= 1,500 10% sample of 15,000 available universe JAN’14 data
  • 13. INSURANCE – Bifurcation taken as per the Buzz Investment: Insurance as investment options TOP CATEGORIES InvestmentLife Health 7% Money : money worth options/ monetary value for insurance segment Tax : Insurance as Tax saving option General : Vehicle insurance chatter Policy/Claims : Insurance chatter Investment 24% Policy/Claims 10% Life  10% around claims & policies (Life/Health Insurance were major chatter for claims) Life : Insurance chatter around life insurance Health : Insurance chatter around health insurance Money 17% Tax 16% General 16% OS Mutual health insurance16% Others 105 Stocks N 465 Mutual Funds N 420 Banking 180 Insurance 330
  • 14. INSURANCE – Netizens perspective towards Insurance hh Positive  Negative Neutral 80% 59% 58% 66% 71% 71% 78% Stocks 31% Banking 12% Others 7% Stocks 31% Banking 12% Others 7% 17% 32% 35% 21% 14% 14% 17% 3% 9% 7% 13% 15% 15% 5% Mutual  Funds Insurance 22% Mutual  Funds Insurance 22% 17% 14% 14% 17% 28%28% N = 330 Around 20% of people discussing about insurance finds insurance as a investment instrument, Most of their discussion were related to insurance investment & returns 14% of the total people discussing about insurance were actually investing or enquiring about insurance investment because of tax saving benefits General insurance related discussions were basically claims settlement related and new policy enquiry P li & Cl i l t d di i tl l i & ttl t l t d i Al t ll th tPolicy & Claims related discussions were mostly complains & settlement related issue, Almost all the comments observed referred policies as complicated rules & regulations N= 1,500 10% sample of 15,000 available universe JAN’14 data
  • 15. INSURANCE – Key Findings Discussions pertaining to various types of Insurance investment, claims settlement related, tax saving benefits, experts suggestions & advice Investment : Around 2 in 10 people discussing about Insurance were enquiring about various insurance policies from a secured investment standpoint Money : Adviser & Experts were suggesting various tips to save money through different insurance plansdifferent insurance plans Tax : Tax saving policies, and various taxation conventions for insured investments on surrender before maturity were most discussed topics General Insurance : Top buzz were around SBI General Insurance recruitment, general insurance promotions & various vehicle insurance plans P li /Cl i 1 t f 10 l di i b t i ithPolicy/Claims : 1 out of every 10 people discussing about insurance were either enquiring, suggesting or complaining about claims settlement & maturity. Mostly vehicle/ health insurance related claims saw a major –ve chatter as people sign up insurances without reading the terms & conditions Life Insurance : Majority of people discussing about life insurance policies,j y p p g p maturity & claims enquiries were above 40 age group Health Insurance : Most of the health insurance insured were unhappy with un- settled claims & hidden policies
  • 16. BANKING – Bifurcation taken for the study Credit Cards: Consumer banking credit TOP CATEGORIES Credit Cards 12%Interest card chatter Banking: Bank accounts & other online/offline consumer banking related chatter IBPS: Banking exam related chatter Loans: Home/Auto/Personal Loan related Banking 17% Ibps 24% Loans: Home/Auto/Personal Loan related chatter Interests: Rate of interest on various PF/FD etc related chatter Ibps 1% Loan 46% OS Mutual Others 105 Stocks 465 Mutual Funds 420 Banking 180 Insurance 330
  • 17. BANKING – Netizens perspective towards Indian Banking System hh Positive  Negative Neutral Stocks 31% Banking 12% Others 7% Stocks 31% Banking 12% Others 7% 76% 84% 87% 86% 90%76% 84% 87% 86% 90% Mutual Funds Insurance 22% Mutual Funds Insurance 22% 7% 4% 10% 5% 2% 3% 12% 3% 9% 8%7% 4% 10% 5% 2% 3% 12% 3% 9% 8% 28%28% 4% 2% Credit Cards Banking Ibps loan Interest 4% 2% Credit Cards Banking Ibps loan Interest Around 34% of the total banking discussions were related to loans, Most of the people were unhappy with Indian bank loan allotment policies N = 180 p Banking regulations and conventional functioning was highly criticized, a lot of people were of the opinion to redefine banking norms for the advancement of the monetary transactions Many students were enquiring and sharing their ideas to crack the exams for banking services 3 out of every 100 credit card holder was not happy with their financial planning RBI’s decision to increase the Repo rate was highly criticized by Netizens N= 1,500 10% sample of 15,000 available universe JAN’14 data
  • 18. BANKING – Key Findings Buzz around Indian banking systems, bank policies , products, offerings/promotions, common banking issues faced by Netizens across India Credit cards: Discussion around credit card promotions, billing issues & salary savings were of major concerns Banking: Netizens showed their major concerns regarding conventional Indian banking System, Most of them were unhappy with conventional banking policies & complicated paper works many people wanted Indian banking to get morecomplicated paper works, many people wanted Indian banking to get more advance to make monetary transactions more smooth & easy, many buzz around Islamic banking were also observed IBPS: Many applicants of common banking entrance test were enquiring about IBPS exams & cracks Loan: Buzz around home loans, Interest free loans for farmers, education loans & vehicle loans, EMI, EMI calculations, promotions & pay back was observed most, Islamic banking sharia loan programs buzz was also the hot topic of discussion Interest: Netizens criticized RBI’s action of hike in repo rates, Many people were unhappy with hike in interest rate, Interest free loans of Islamic banks was a trendingunhappy with hike in interest rate, Interest free loans of Islamic banks was a trending topic
  • 19. MUTUAL FUNDS – Bifurcation taken for the study Mutual Fund: MF discussion around high return investment tips/advice& comparing various growth TOP CATEGORIES Mutual fund 3% SIP 3%Agent 13% funds SIP: Short term Investment discussions around small investors Growth Rate: Discussions related to rate of return Lock in: Enquiries for lock in period of various Growth Rate 24% L k i 13% Lock in: Enquiries for lock in period of various plans Commission: Buzz around hidden commission and charges Agent: Over selling practice of agents Lock in 7%Commission 50% OSMutual Others 105 Stocks 465 Mutual Funds 420 Banking 180 Insurance 330
  • 20. MUTUAL FUNDS – Investment instrument Netizens opinion OthersOthers Positive  Negative Neutral Stocks 31% Banking 12% Others 7% Stocks 31% Banking 12% Others 7% 78% 71% 72% Mutual  Funds Insurance 22% Mutual  Funds Insurance 22% 8% 5% 21% 19% 82% 78% 86% 83% 72% 28%28% Most of the investors were mystified about Mutual Funds investments, Almost every second investor was confused 10% 17% 8% 8% 9% 8% 6% 17% Mutual fund SIP Growth Rate Lock in Commission Agent N = 420 Most of the investors were mystified about Mutual Funds investments, Almost every second investor was confused about their invested money A many investors were enquiring about SIP , Few financial advisors also recommended SIP to investors Investors were mostly concerned for their investment growth rate, Most of them were enquiring about the Mutual Funds growth calculations A many cases were observed where major portion of the Mutual funds premiums were secretly charged as a commission leaving investors no clue about the deductions N= 1,500 10% sample of 15,000 available universe JAN’14 data
  • 21. MUTUAL FUNDS – Key Findings Discussion around Mutual Funds queries & suggestions, SIP’s investment, short term growth funds, agents hidden commission & complicated policies Mutual Funds : Majority of experts were posting high return investment tips/advice, Investors were enquiring & comparing various growth funds SIP: Short term Investment discussions were mostly keen to small investors, many i i i i i ipeople were enquiring about short time period investment to save their salary Growth Rate : Discussions related to high growth rate of return were keen to small investors. Many investors were enquiring for low risk high return plans & tips Lock In : Investors enquired for lock in period of various plans and products, Few complained about their advisors/agents for not disclosing plans lock in periodcomplained about their advisors/agents for not disclosing plans lock in period Commission : Buzz around hidden commission and charges, Majority of people were not familiar with commission/charges deductions from their monthly premiums Agents : Many people were not happy with the over selling practice of agents, Many investors also mentioned that agents doesn’t disclose complete information about the products before selling themthe products before selling them
  • 22. STOCKS – Bifurcation taken for the study Shares : Chatter around stocks or share holders NSC: Index news, top gainers & losers, Index historical TOP CATEGORIES Shares 23%BSE 14% Option 6% Debentures 0% MCX 0% SC: de e s, op ga e s & ose s, de s o ca trend, performance forecast discussions Call: Discussions around when to call back a stock Put: Discussions around when to invest into a stock BSE: Conversation were about Index listings of the day , stock comparison, expert tipsNSE Put 15% p p p OPTIONS : Conversation around hedging & minimizing risk of uncertainty in trading DEBENTURES : Chatter around credit holdings in a particular company or an institution MCX: Buzz around MCX auction plan for FTIL stake i i i 23% Call 19% OS Mutual reduction, commodity quotes & research studies Others 105 Stocks 465 Mutual Funds 420 Banking 180 Insurance 330
  • 23. STOCKS – Indian Investors views Positive  Negative Neutral Others 86% 78% 94% 97% 86% 87% 93% 81%86% 78% 94% 97% 86% 87% 93% 81% Stocks 31% Banking 12% 7% 10% 22% 6% 3% 14% 13% 7% 19%4% 10% 22% 6% 3% 14% 13% 7% 19%4% N 465 Mutual Funds 28% Insurance 22% Of the observed majority of people were interested in stocks & equities, Most of them shared the stock quotes & raised query on various stocks & exchange markets N= 465 quotes & raised query on various stocks & exchange markets A lot of new investors were inquiring about derivatives and were seeking experts suggestions on call & put options Majority of share holders were suggesting first times to uphold their investments in equities for bullish market situation A lot of experts were of the opinion that Indian investors are blind folded and carry the least knowledge about the instrument they are investing in N= 1,500 10% sample of 15,000 available universe JAN’14 data
  • 24. STOCKS – Bifurcation taken for the study Buzz led by news around stocks, expert tips & quotes, top gainers & losers, NSE & BSE index & MCX Shares : 2 out of 10 people talking about stocks were either a share holder or an expert NSE : Index news, top gainers & losers, Index historical trend, performance forecast discussions were mostly discussedforecast discussions were mostly discussed BSE : top conversation were about Index listings of the day , stock comparison, expert tips & investment suggestions Call/ Put options: Many experts suggested investors to cover up their risk of investment though balanced call and put option trading MCX : News around MCX to give action plan for FTIL stake reduction, commodity quotes & research studies led buzz were observed
  • 25. OTHERS – Bifurcation taken for the study Post office: Chatter around post office saving & News stating post office’s to be converted in to payment banks Bonds: Ch tt d i t t f i ki d f TOP CATEGORIESPost office 6% Bonds 4% Angel investors Bonds: Chatter around interests of various kinds of bonds, various enquiries, quotes Venture Capitalist: Chatter around startups & VC funding Cash Funds: Observed around unconventional investment practices like Cash Funds VC 33% 34% p Chit Funds: Observed around unconventional investment practices like Chit Funds Lucky Draw: Observed around unconventional investment practices like Lucky Draw Angel Investors Buzz around Angel investors Cash Funds 8% Chit funds 9% Lucky Draw 6% promotions, third party SME loan offerings, loan raising tips Others 105 Stocks 465 Mutual Funds 420 Banking 180 Insurance 330
  • 26. OTHERS – Other Popular Investment tools Others 7% Positive  Negative Neutral Stocks 31% Banking 12% 82% 75% 69% 78% 94% 91% 66% Mutual Funds Insurance 22% 18% 25% 29% 17% 5% 8% 31% 2% 5% 1% 1% 3% 28%5% 8% Post office Bonds VC Cash Funds Chit funds Lucky Draw Angel  investors Many people still trust the outlawed method of financial investments, Lots of people are comfortable with the same unconventional practice of earnings & short term investments like Chit Funds, Lucky Draw & short term N = 105 p g y cash funds Indian Post offices to enact as a payment banks encourages the interest of suburbs & rural investors Venture Capitalists were the most concerned area of the people falling under 30 years of age group A lot of new startups advocate their request through twitter for VC funding Many small & medium investors still find the conventional financial tools more effective N= 1,500 10% sample of 15,000 available universe JAN’14 data
  • 27. OTHERS – Bifurcation taken for the study Category is inclusive of conversation around unconventional financial systems, Also people were initiating & participating in VC funding & Angely p p g p p g g g investment buzz Post Office: News stating post office’s to be converted in to payment banks drove Netizens attention, Many secured investors admitted that post office savings are the best instrument safe and secured investmentsavings are the best instrument safe and secured investment Bonds: Investors were also interested in various kinds of bonds, various enquiries, quotes suggestions were observed VC funding: Majority of people falling under 30 age group were interested in VC funding, Many were seeking for advice & suggestions from expertsg y g gg p A lot of conversation were observed around unconventional investment practices, Many people still follow the un-lawful short term investment practices, Majority of small investors still finds it easy and more profitable Angel Investors: Buzz around Angel investors promotions, third party SME loan offerings loan raising tips were more common among all others categoryofferings, loan raising tips were more common among all others category discussions
  • 28. WHAT DO THE CORPORATES SAY? “CONSUMER BANKING” BRANDS ON SOCIAL MEDIA“CONSUMER BANKING” BRANDS ON SOCIAL MEDIA BOB 26%15% 4% ICICI BankAxis Bank Key Findings: Indian banking still levy stiff paper-works right from ac opening to monetaryright from ac opening to monetary transactions Many buyers complains were observed stating no clue about loss of money in online payment 19% 36% HDFC Bank SBI Bank In the era of E-commerce banking still requires complicated formalities for online monetary transactions ATM withdrawal are still not free many Majority of banking discussions were related to product promotion, product enquiry or issues. Moreover, Indian banking has to be more advance to convene the smooth & ATM withdrawal are still not free, many people expressed their grievances as they donate several amount of money from their salaried ac only for drawing money from ATM easy flow of money across the nation (especially small town wherein A cities can transfer funds to B Towns families without much paper work) N= 552, Consumer Banking brands mentions in JAN’14
  • 29. WHAT DO THE CORPORATES SAY? “INSURANCE BRANDS” ON SOCIAL MEDIA“INSURANCE BRANDS” ON SOCIAL MEDIA Allianz Apollo Munich Aviva 5% 2% 1% 0% SBI General Insurance Aviva Key Findings: Majority of investors are unaware of i i ithe insurance policies A many complains were observed affirming agents over selling practices 92% practices Majority of claims related issues were observed in the case of health & general insurance Majority of discussions around Insurance was related to LIC India. Insurance policies should be made investors friendly and there should be minimum hi d i l i l i ttl t i LIC  hindrance in resolving claims settlement issues specially Health & General Insurance N= 3776, Insurance brand mentions in JAN’14
  • 30. FINAL TAKEAWAYS 1 INSURANCE: INDIANs are unhappy with health insurance & were enquiring/ suggesting or complain about insurance claims settlements 1. BANKING: INDIANs want banking system to get more advance in terms of paper works and smooth money transactions (interbank transfer as well as refunds on ecommerce transactions) 2 on ecommerce transactions) 2.MUTUAL FUNDS: INDIANs like the idea of small investment a solution for salary savings & were enquiring about short time period investment to save their salary. 3 g q g p y 3. 4 STOCKS: ONLY serious players predominate. Hence most of the stocks discussions were initiated either by a shareholder or a stock expert & were neutral 4. y p in nature. 5 UNDER 30 AGE GROUP: YOUNG INDIANs were mostly interested in VC 5. funding, Many were seeking for advice & suggestions from experts.
  • 31. Thank YouThank You This report and the information contained there in are based on information from online social media and other publicly available data. ThoughtBuzz does not warrant the accuracy of such information nor is ThoughtBuzz responsible for the content and accuracy of such information. Advisory information may be contained in the report. Any subsequent decisions made based on the data must be made after proper review and assessment of the impact of such information. In no event shall ThoughtBuzz be liable to you or your company for any lost profits, lost revenue, interest, goodwill,p g y y p y y p , , , g , lost data, cost of procuring substitute services or for any indirect, incidental, special, or consequential damages of any kind, however arising, that are related to these terms, whether in contract, tort or negligence, or any legal theory. THIS IS A COPYRIGHTED REPORT, FOR CONFIDENTIAL USE ONLY.

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