Evaluating Arcora’s EAP Results for 2023

At Arcora, people come first—always. To ensure that those who seek our support continue to have consistently amazing experiences, we regularly assess our performance through anonymous, voluntary surveys.

Research psychologist, Dr. Marc Milot, conducts these surveys on our behalf and analyzes the results to measure and track the quality of our client experiences. This process helps us identify emerging issues and areas for improvement and highlights any factors that might enhance outcomes for our clients.

The surveys completed in 2023 have been assessed, and we’re very pleased with the EAP results—meaning our clients are satisfied and getting the support they need to feel like their best selves and build resilience. Here’s what we learned:

Intake Experience

• • 84% immediately reached an Arcora intake coordinator.
  • 99% reported positive experiences with Arcora intake staff.
  • 98% reported experiencing positive feelings (feeling reassured/understood) after speaking with an Arcora intake coordinator.

 Counsellor Experience

• • 97% reported a timely and convenient booking experience with their counsellor.
  • 79% of users had their first appointment with a counsellor within 2-7 days of their intake call.
  • 90% reported their counsellor focused on finding concrete solutions to their presenting problem(s).
  • The therapeutic alliance between the program user and the counsellor they were matched with for service was assessed again this year. In 2023, the average therapeutic alliance score reported by clients was very high at 4.78 out of 6.
  • Advanced analyses revealed that the degree of client satisfaction with the counsellor was the strongest predictor of work improvement, which is why we continue to focus resources on the client/counsellor match to ensure it’s the best it can be for every client.

 Client Outcomes

• • The majority of clients (84%) were satisfied with the degree of problem resolution they achieved through counselling.
  • 86% reported in the post-counselling survey that counselling contributed to improvements at work.
  • Of those who had been on disability or absent from work when counselling began (~8%), 97% reported that counselling helped in their return to work.

Client Satisfaction

• • 95% reported that they were satisfied with the EAP and would use the service again.

From their first call to their final appointment and follow-up survey—every client interaction matters to us. To make sure we’re continuously improving these touchpoints (and our services, processes and approaches for our clients), we share these results with our internal teams and our extensive professional network. It’s the people we serve who win in the end, and that’s the only result that matters.