Market Research

Registers of Scotland regard feedback from our customers as essential to all aspects of our work. We have an extensive market research programme with various techniques used to obtain quantitative and qualitative feedback. This helps us understand our customers' views on both service delivery and the way in which our services can be further enhanced. All our market research is undertaken independently. Current methods include:

  • a major annual survey of solicitors;
  • focus groups;
  • telephone surveys;
  • in-depth interviews;
  • mystery shopping;
  • omnibus surveys; and
  • questionnaires.

In 2008 we also undertook qualitative research of the financial services sector as this is one of the key sectors that we deal with. Also, for the first time we commissioned omnibus research of consumers to obtain information on their awareness of our functions. This will be followed up with further, in-depth research. We have a revised market research programme with a broader spectrum of customers and potential customers included. Following consideration of the results we draw up action plans to address feedback. Our Customer Service Centres are centrally located in Edinburgh and Glasgow. We operate a quarterly mystery shopping programme that tests the actual service provided by them as well as access to buildings and facilities. This confirms whether the service levels experienced by the mystery shoppers are compatible with those published in our Customer Service Policy Statement.

The results of our market research are published in our Annual Report.

If you require further information on our market research activities, please contact Ruth Webster in the Communications Unit, Tel. 0131 479 3609.