Client Satisfaction Evaluation

Abstract

The tremendous growth of employee assistance programs during the last 30 years has recently expanded into university settings. The Faculty and Staff Assistance Program (FSAP) at California State University, Chico has been in existence since December of 1985.

This study was designed to investigate the level of integration of the FSAP into the university work environment as perceived by employees and client satisfaction with the services provided by the FSAP. A total population client satisfaction survey was developed and distributed to 1,982 university employees. Results were analyzed using the chi-square statistical test of significance.

There was a 35% return rate from the total population and within that there was a 26% return rate from FSAP clients. There was an over representation of females and staff among respondents in the study. Results showed that over three quarters of the respondents were aware of the services provided by the FSAP and almost all the respondents considered the FSAP a possible resource for themselves and others. Clients were very satisfied with the services they received and three quarters of the respondents felt the FSAP had helped them with their concern and helped to improve their work performance. Also, three quarters of the FSAP clients who responded to the survey had already referred a co-worker to the program. Overall, the FSAP was considered a very effective program and respondents felt it should be continued and expanded.