Results indicated that citizens who had their complaints mediated by the Civilian Complaint Review Board reported significantly more satisfaction with the police complaint procedure and the New York Police Department in general than citizens who had their complaint cases fully investigated. A questionnaire was sent to the 285 officers and citizens who either had their complaints mediated or fully investigated during 1999 and 2000; only 52 completed surveys were returned, representing a low response rate of 18.2 percent. Of those completing the survey, 16 were from citizens who participated in mediation, 19 were from citizens who rejected mediation for a full investigation, 15 were from officers who participated in mediation, and 2 were from officers who rejected mediation for a full investigation. The discussion includes findings regarding motivations for accepting or rejecting mediation; most citizens accepted mediation for the opportunity to face the officer in person. Several avenues for future investigation are offered. Tables, references