Satisfaction with the mediation process The Commission’s dispute-resolution service is focused on mediation. For the 2018/19 year, 78 percent28 of returned mediation satisfaction questionnaires showed customers were satisfied or very satisfied with the service. This exceeds the 75 percent29 performance target. A snapshot of our feedback: “I was very impressed with the professionalism which was shown over all issues.” Satisfaction “Fairly straightforward process. Well-run.” “The mediator was very helpful and explained the process clearly, making it as painless a process as we could have expected. Thank you.” 78% “We were able to resolve the matter at mediation which was our hope.” “The mediator was very good to engage with, empathetic and patient. Continue to employ pragmatic and balanced thinkers.” “We appreciated that our mediator allowed the process to flow, allowing constructive discussion and only intervening when necessary. The mediator’s approach resulted in a successful resolution for both parties.“ “It was very good. Follow up calls were made. Follow up emails came through. Thanks. “ 28 The mediation satisfaction rate is measured as a simple ratio of the final question in the Google Forms questionnaire, which reads: “Overall, how satisfied were you with the mediation process?” 421 questionnaires were sent out and 88 were returned – a rounded response rate of 21%. The margin of error is ± 9 percentage points at the 95% confidence level. Google Forms has some limitations. Records can be deleted and modified, and the reported result may not be completely free from error. 29 The Ministry of Justice accepted a change of the satisfaction rate required from the Commission as a Specific Performance Expectation for this year (reducing this rate from 90% to 75%). Annual Report 2019 43