Survey Research to Measure EAP Customer Satisfaction

Abstract

Survey questionnaires can be developed to gather information that assist in evaluating Employee Assistance Program (EM) services. The results identify specific problems and can set the foundation for continuous quality improvement. In consultation with a client, the author devised customer satisfaction surveys and a process leading to ongoing EAP service enhancement. This paper will discuss the evolution and development of the project, present the survey instruments, results and the proposed plan to continually immove the services. Survey results indicated that EAP services may be perceived as worthwlde even though they may not be totally effective. Results also indicated that the EAP "customer" was most concerned about the EAP firm's understanding of the company business priorities and issues surrounding confidentiality.