The search provider scorecard

Section 1 of 6

Data accuracy & verification

The straightforward stuff that matters most. How confident are you that what arrives in your search is actually correct?

How often do you spot discrepancies in your search data after it has been returned?

Rarely or never - we have full confidence in what comes backOccasionally - we catch things but it's not a regular occurrenceMore often than we'd like... it's become part of the process

Do you know how your current provider verifies data before it reaches you?

Yes - they have a clear, documented process we're aware ofVaguely - we assume it's checked but haven't askedNo idea - it's a bit of a black box to be honest

When data in a search doesn't look quite right, how is it resolved?

Our provider investigates and resolves it quickly, keeping us updatedWe raise it and it gets looked at, but the process is a bit slowWe usually end up resolving it ourselves or working around it

Section 2 of 6

Turnaround times

Time kills transactions. How reliable is your current provider when it comes to getting searches back when you need them?

How predictable are your current turnaround times?

Very - we know what to expect and can plan around it confidentlyUsually fine, but there are occasional surprises we have to manageUnpredictable - we build in extra time just in case

When a transaction is at risk and you need something urgently, how does your provider respond?

They accommodate urgent requests reliably and without fussSometimes - it depends who you get and how busy they areIt's a struggle - urgent requests rarely get treated as such

Has a slow turnaround ever caused a direct problem with a transaction or client relationship?

Not that we can attribute to the search provider specificallyOnce or twice - nothing catastrophic but it caused stressYes, and it's a known risk we work around

Section 3 of 6

Customer service & problem resolution

Anyone can be great when everything goes smoothly. The real test is what happens when it doesn't.

When you contact your provider with a query or problem, how quickly do you typically get a useful response?

Same day, usually within a few hours - and it's a proper answer, not a holding messageUsually next day - acceptable but not great when things are urgentIt varies wildly - sometimes quick, sometimes we have to chase

When a problem needs investigating, does your provider keep you updated without you having to ask?

Yes - they proactively keep us in the loop until it's resolvedSometimes - but we often have to follow up to find out what's happeningNo - chasing is a normal part of getting anything resolved

How would you describe the people you deal with at your current provider?

Knowledgeable, reliable, and genuinely helpful - they know their stuffFine - professional but not someone you'd describe as an expertIt's a bit of a lottery depending on who picks up

Section 4 of 6

Account management

Not just a named contact - but someone who actually knows your firm and proactively looks out for you.

Do you have a named account manager or regional contact at your current provider?

Yes - a specific person we can go to directly, who knows our firm wellNominally yes, but in practice we usually just contact general supportNo - it's whoever is available when we call or email

When did your account manager last proactively reach out to you - not in response to a query, but just to check in or share something useful?

Recently - they're in regular contact and it feels like a genuine partnershipA while ago - there's occasional contact but not what I'd call proactiveCan't remember - we only really hear from them when we initiate it

Does your provider understand the specific types of work your firm does and tailor their service accordingly?

Yes - they know our caseload and make relevant suggestionsThey have a general sense of us but it's not particularly tailoredNot really - we're just another account as far as we can tell

Section 5 of 6

Search pack completeness

Are you getting the full picture on every transaction - or are there gaps you've learned to live with?

How confident are you that your current search pack covers everything a transaction might need?

Very confident - we've reviewed our pack and it's fit for purposeFairly confident - but if we're honest it hasn't been reviewed recentlyNot sure - we order what we've always ordered and hope it's sufficient

Has your provider ever proactively flagged that a search you ordered might be missing something relevant for that specific property or transaction?

Yes - they sometimes flag additional products or considerations we hadn't thought ofOccasionally - but it's not something we'd rely on them forNever - they process what we order and that's the extent of it

Have you ever discovered after the fact that a search result was missing information that was available but not included?

Not to our knowledge - we trust that what we receive is completeOnce or twice - it caused extra work but nothing criticalYes - and it's made us more cautious about relying on the data

Section 6 of 6

Value & confidence

Last one. The big picture question - does your current provider actually make your working life easier, or are they just a box you tick?

When you think about what you pay for searches, how would you describe the value you receive?

Excellent - the quality and service justify the cost without questionFair - not cheap, but we get what we pay for most of the timeQuestionable - we sometimes wonder if we could get better elsewhere

How would you describe the overall confidence your current search provider gives you?

High - we advise our clients confidently knowing the data behind us is solidReasonable - but there's a low-level background hum of uncertainty we've normalisedLower than it should be - we double-check more than we'd like to admit

If a colleague at another firm asked you to recommend your current search provider, what would you say?

Recommend them without hesitation - they're genuinely goodRecommend them with some caveats - they're fine, but not exceptionalSuggest they shop around - honestly, I'd probably look elsewhere myself