Annual Consumer Satisfaction Survey

Pursuant to Business and Professions Code § 472.4 and Title 16, California Code of Regulations § 3399.5, the Arbitration Certification Program (ACP) conducts an annual survey. The purpose of the survey is to measure consumer satisfaction with the arbitration process. The survey does not measure the satisfaction of the many of consumers who have had problems satisfied through early contact with dealers, manufacturers' customer service representatives, or other mediation efforts.

The ACP also uses the survey as a monitoring mechanism to ensure that certified arbitration programs substantially comply with state and federal requirements. The ACP discusses the survey findings with each certified arbitration program, requesting corrections to the process when necessary.

Click on the links below to view the reports.

• 2010 Annual ACP Consumer Survey
• 2011 Annual ACP Consumer Survey
• 2012 Annual ACP Consumer Survey
• 2013 Annual ACP Consumer Survey
• 2014 Annual ACP Consumer Survey
• 2015 Annual ACP Consumer Survey
• 2016 Annual ACP Consumer Survey
• 2017 Annual ACP Consumer Survey
• 2018 Annual ACP Consumer Survey
• 2019 Annual ACP Consumer Survey
• 2020 Annual ACP Consumer Survey
• 2021 Annual ACP Consumer Survey
• 2022 Annual ACP Consumer Survey

For further information, please call 1-800-952-5210 or 916-574-7350

If you have difficulty accessing any material on this site because of a disability, please contact us in writing or via telephone and we will work with you to make the information available. You can direct your request to Michael Pettigrew, 1625 North Market Blvd., Suite N-112,Sacramento CA 95834, 916-574-7350, or acp@dca.ca.gov.