Effects of mediator competence and mediation process on user satisfaction with child custody, finances, and property outcomes

Abstract

This study draws on survey data from 205 family mediation service users concerning their satisfaction with the outcomes of mediation to address two research questions: (a) how satisfied are service users? and (b) what factors account for users' satisfaction with the outcome of child custody arrangements and the allocation of finances and property? Overall, users' level of satisfaction with outcomes was high. While the mediation process explained a significant variance in satisfaction with the outcomes for child custody and for finances and property, the mediator's perceived professional competence did not predict user satisfaction with the outcomes for either issue. This study contributes to our knowledge on the significance of mediators' process skill, specifically their calm and clear responses to the socioemotional needs of the mediated parties, on the service outcomes for both types of dispute. The implications for mediation training are discussed.

Participation, agreement and reduced acrimony through family mediation: Benefits for the ambivalent client in a mandatory setting

“…The client satisfaction rates in this study were high, in keeping with previous research (e.g., Kelly, 1989; Kelly & Gigy, 1988; Shaw, 2010; Wade, 1997; Wong et al, 2019). Overall, satisfaction with the FDR process was higher than with FDR outcomes.…”

“…Client satisfaction with mediation has also been a longstanding focus. Numerous studies across diverse settings have shown that client satisfaction with mediation is high (Kelly, 1989; Kelly & Gigy, 1988; Shaw, 2010; Wade, 1997; Wong et al, 2019), and higher among clients of mediation than among litigants, including in studies where families have been randomly assigned to one or the other process (Emery & Wyer, 1987b; Kelly, 2004). Notably, satisfaction with the mediation process is shown to be independent of mediation outcomes.…”