在国家制度为消费纠纷所提供的多元化解决机制中,实证调查表明消费者协会的调解发挥着解纷的重要作用并在消费者的解纷选择中具有优位性。基于消费者对消费者协会调解的需求、使用,以及满意度的经验性评估,为了提升消费者协会的解纷效能,应当建立强调程序合作的程序强制调解制度。 Among the diversified settlement mechanisms provided by the national system for consumer disputes, empirical investigations show that the mediation of consumer associations plays an important role in dispute resolution and has a superior position in consumer choice. Based on consumer demand for consumer association mediation, use, and empirical evaluation of satisfaction, in order to enhance consumer associations’ performance of dispute resolution, a mandatory mediation process should be established that emphasizes procedural cooperation.