Employee Assistance Quarterly · 2005 · 13 citations · 1 references
EducationHigher EducationHuman Resource ManagementCost-benefit AnalysisOutcomes ResearchPerformance MeasurementClient AssessmentCustomer SatisfactionClient Satisfaction EvaluationEmployee Satisfaction AnalysisProductivity PerceptionReturn On InvestmentSatisfactionSelf-report Data CaptureSelf-report MeasurementWork Productivity Loss
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.
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