Client Satisfaction with University Employee Assistance Programs

Abstract

In 2002, the Employee Assistance Programs (EAP) of six universities used a standardized form to assess EAP client satisfaction with the provided service. During 2003, eight universities collected responses using the same survey. Responses were received from about 30% of those surveyed. Over 93% of respondents strongly agreed or agreed with positive statements about all aspects of the service they received. Respondents also reported their own perception of their work performance/productivity impairment and subsequent improvement. A method for calculating return on investment (ROI) is described. Using this method and the self-report data, the EAPs had a combined ROI of 3.5 to 1 in 2002 and 4.3 to 1 in 2003.

Key Words:

• EAP
• return on investment
• ROI
• client satisfaction
• university
• survey
• quality assurance