Metrics on making best use of information accessible via search

This question came up in a discussion I had with a public body in Austria serving its (also public) clients with advice and knowledge: is it possible to measure how extensive and deep their experts are making use of information collection about their customers before they enter exchange with them?

In case these experts would enter some preparations by doing deeper search before they meet their customer, this would save considerable time for both sides. 

I should say that this request on inputs is not made for consultancy, I raise it because I think this question is of general interest, namely if there exist any metrics on making best use of search and search intensity as a factor of efficient knowledge acquisition. (I am sure that such metrics exist).

Any hint welcome either through this platform or directly to me: koch(at)execupery dot com

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