SMU SIDRA Survey Report 2020

The chart refers to the respondents who indicated they were “Very satisfied” and “Somewhat satisfied” with Arbitration. All Users Enforceability Impartiality/Neutrality Confidentiality Finality Flexibility in choice of seat/ institutions/venues/arbitrators Flexibility of processes Cost 69% 69% 68% 65% 65% 63% 30% 25% Exhibit 6.1.2 Satisfaction with Arbitration Experience According to Factor Speed 6.1.3 More than 60% of respondents stated that they were ‘very satisfied’ or ‘somewhat satisfied’ with flexibility in choice of seat/ institutions/venues/arbitrators (69%), confidentiality (69%), impartiality/neutrality (68%), finality (65%), enforceability (65%) and flexibility of processes (63%). The abovementioned factors were quite close in the percentage of respondents (within a 63% to 69% range). However, markedly fewer respondents indicated that they were ‘very satisfied’ or ‘somewhat satisfied’ with speed (30%) and cost (25%) in their choice of arbitration. 6.1.4 The findings on user satisfaction are usefully read together with those indicating the level of importance users placed upon these factors. Flexibility of processes (62%) was considered important by the lowest percentage of respondents in their choice of arbitration. There is therefore some congruence in the finding that 63% of respondents stated that they were ‘very satisfied’ or ‘somewhat satisfied’ with this factor. However, while 72% of users indicated ‘speed’ and 67% of users indicated ‘cost’ as ‘absolutely crucial’ or ‘important’ factors influencing their choice of arbitration, only 30% and 25% of users indicated that they were ‘very satisfied’ or ‘somewhat satisfied’ with ‘speed’ and ‘cost’ respectively, indicating that users’ expectations were not met in that regard. 6.1.5 The differences between satisfaction levels of Client Users and Legal Users are considered next. 6.1.2 Flexibility in choice of seat/institutions/venues/arbitrators, speed, confidentiality and cost found middle ground with 73%, 72%, 69% and 67% of users respectively indicating these factors to be ‘absolutely crucial’ or ‘important’ to their selection of arbitration. Fewest number of respondents ranked flexibility of processes (62%) as an ‘absolutely crucial’ or ‘important’ factor influencing their choice of arbitration. 2020 FINAL REPORT 28