Beyond Customer Satisfaction

Abstract Employee Assistance Program (EAP) literature calls for an increase in the amount of research dedicated to demonstrating program effectiveness. Specifically, EAPs need to demonstrate their ability to improve client health, increase productivity, and reduce health care costs. Much of the existing EAP outcome research is built upon customer satisfaction data. The current study moves away from satisfaction data by evaluating EAP clients' self-reports of general and emotional health before and after EAP contact. The results indicate that EAP consultation services were beneficial to the participants in the study. They reported experiencing less difficulty with emotional problems interfering with their productivity, their ability to perform work carefully, and their ability to actually be at work. Directions for future research are given.