More of This, Less of That: What Arbitration Users Really Think About Arbitrator Performance

In this episode of CCA Arbitration Talk, host Rich Silberberg sits down with Jeff Zaino, Vice President of the American Arbitration Association’s Commercial Division, and Virginia Corvey, Director of Operations at JAMS, for a candid conversation about what arbitration users truly value—and what they don’t—regarding arbitrator performance.

Drawing on decades of experience and direct client feedback, Jeff and Virginia share insights on:

• How AAA and JAMS collect and use survey data from arbitration parties and counsel
• Other information collected by AAA and JAMS from arbitration users concerning arbitrator performance
• The ongoing debate regarding when to collect feedback from arbitration users—before or after the award
• Common frustrations expressed by arbitration users, including overly “muscular” case management and arbitrator billing practices
• Why arbitration user feedback is essential for arbitrator training, best practices, and process improvements
• How and why arbitrators should seek feedback from administering institutions concerning their performance

Whether you’re an arbitrator, advocate, or simply curious about the evolving world of ADR, this episode provides practical takeaways about how user feedback is shaping the future of commercial arbitration.

🔗 For more resources from the College of Commercial Arbitrators—or to find an arbitrator—visit www.ccarbitrators.org.