At Arete, people come first—always. To make sure that the people who come to us for support continue to have consistently amazing experiences with us, we regularly take stock of how we’re doing through anonymous, voluntary surveys.
An independent research firm, Workreach Lab, delivers these surveys on our behalf and analyzes the results to measure and track the quality of our client experiences, identify emerging issues and areas where we can improve and to highlight any factors that might improve outcomes for our clients.
The surveys completed in 2022 have been assessed and we’re very pleased with the 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
- 85% immediately reached an Arete intake coordinator
- 98% reported positive experiences with Arete intake staff
- 98% reported experiencing positive feelings (feeling reassured/understood) after speaking with an Arete intake coordinator
Counsellor Experience
- 95% reported a timely and convenient booking experience with their counsellor
- 81% of users had their first appointment with a counsellor within 2-7 days of their intake call
- 88% 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 (high therapeutic alliance scores indicate a well-implemented and impactful EAP) were assessed again this year. In 2022, the average therapeutic alliance score reported by clients was very high, at 4.49 out of 6
- Advanced analyses revealed that the degree of client satisfaction with the counsellor was the strongest predictor of work improvement, and 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 (~80%) were satisfied with the degree of problem resolution they achieved through counselling
- Although only 78% of respondents reported their problem was affecting their performance at work (at intake), 81% reported in the post-counselling survey that counselling did contribute to improvements at work
- Of those who had been on disability or absent from work when counselling began (11%) and returned to work during or shortly after using the services (40%), 100% reported that counselling helped in their return to work
Client Satisfaction
- 92% 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 that win in the end, and that’s the only result that matters.