The U.S. Equal Employment Opportunity Commission

III. This Research

On August 18, 1999, the authors were retained by the EEOC to design a "customer satisfaction survey" of the EEOC mediation participants (EEOC Order No. 9/0900/7632/2). The survey and results discussed in this report is a product of that EEOC research contract.

The purpose of the study was to examine how the participants of the program -- charging parties and respondents -- evaluated the EEOC mediation program. Hypothesis testing was not our objective; rather, we asked specific research questions to evaluate the participant satisfaction with the program. The Participant Satisfaction Survey, the instrument that was used to collect the data, incorporated several research questions based on a comprehensive review of the literature in the field. The main research questions are the following: (1) What was the participant feedback regarding the mediation? More specifically, how did the participants view the procedural and distributive elements of the mediation program? (2) Would the parties use the program again? (3) Do other variables such as the characteristics of the charges and the characteristics of the mediation sessions affect participant satisfaction with the program?

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