Per the article: "During the two-year period studied, only 78 arbitration claims resulted in judgments in favor of consumers, who got $400,000 in total relief."

Per the article: "During the two-year period studied, only 78 arbitration claims resulted in judgments in favor of consumers, who got $400,000 in total relief." It's not clear what the denominator on that sum is, though it is also stated that the rate of customers taking up arbitration was very low