SATISFACTION OF USERS IN JUDICIAL MEDIATION, A CASE STUDY IN THE CEJUSC OF THE REGIONAL FORUM OF THE PARTHENON

Abstract

The practice of conflict mediation is certainly very old, although still little known in the West. Mediation can be understood as a process in which a third party assists people in conflict, whether natural or legal persons. They collaborate to improve the quality of this interaction as they debate and explore various topics and possibilities for resolution. The present study aims to understand how the introduction of Mediation in Brazilian judicial practice has occurred, and how it has been perceived by its user - mediating. Aiming at analyzing a concrete situation of introduction of mediation in the judiciary, it was decided to verify how it was implemented in the Regional Forum of the Partenon, Porto Alegre, Rio Grande do Sul. This was done by analyzing its genesis, implementation, and well as well as through the analysis of the satisfaction survey conducted among users of mediation, between the years 2015 and 2017, including the analysis of 711 satisfaction surveys. User satisfaction is today one of the biggest concerns
of organizations. In the judiciary, the perception that the procedure was fair is an important variable of satisfaction. Evaluating the user satisfaction of mediation makes possible the strategic decision in relation to a service offered, since there was an increase in the demand for this type of service, but there are still limitations of budget and number of mediators. As a result, it is perceived that the users present good satisfaction for the mediation service provided, although there was a variation in satisfaction level in 2016. It can be concluded that there is a positive return in several aspects that are addressed in the research, however, there is a need to improve both the instrument used to perform it and an effective use of its results to improve the implementation of the mediation itself within the scope of the judiciary.