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MARKET RESEARCH Registers of Scotland aims to provide the highest levels of customer service. To help us achieve this, we regularly commission independent market research. The research helps us understand our customers' views on both service delivery and the way in which our services can be further enhanced. Annual Telephone Survey In March, our independent market research company contacts 500 customers about their views on the services we provide. The survey covers the Land Register, the Sasine Register, Chancery and Judicial Registers, Customer Services, Pre-Registration Enquiries and communication with customers. The results from the last 5 years' research show that we have delivered high levels of overall customer satisfaction: Our customers' views form the basis or an action plan that ensures continuous improvement in the services we provide. Recent actions in response to feedback from the survey and other research include: • reduced fees for registration in the Land and Sasine Register • roadshows to update the legal profession on the development of Automated Registration of Title to Land (ARTL) • setting up a dedicated eServices Support Desk • the launch of an updated eForms Service • the publication of a new multi-language information leaflet. Mid-Year Tracking In October, we follow-up our main survey with a mid-year tracking survey of a smaller sample of 300 customers. The tracking survey ensures that we continue to meet the expectations of our customers throughout the year. Should the tracking survey highlight any issues that need to be addressed, these are factored into the action plan. Mystery Shopping Our independent Market Research Company conducts mystery shopping on the various services we provide. The exercise confirms whether the service levels experienced by the mystery shoppers are compatible with those published in our Customer Service Policy Statement. If you require further information on our market research activities, or would like to take part in future exercises, please contact Kathy McNeil in Customer Relations, Tel. 0131 479 3620.

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