Explaining Client Satisfaction with an Employee Assistance Program

The first objective of this paper is to explore the psychometric qualities as well as the usefulness of an employee assistance program client satisfaction scale. The responses obtained from 82 clients of an external service provider permitted a validation of the satisfaction scale and ultimately the selection of five items showing stronger convergent validity as well as high reliability (alpha = .89). The second objective is to explore the possible relationships between demographic (gender, age), treatment (referral-type, type of problem, urgency, degree of resolution) and organizational variables (unionization, job category, sector, size), and variations in client satisfaction levels. The results of bivariate analysis indicate that the type of referral, the type of problem, and the degree of resolution of the problem are related to client satisfaction. This study provides some support for the inclusion of treatment variables in a comprehensive explanatory model of client satisfaction. It is further argued that client satisfaction is an adequate measure of the success of an employee assistance program. Finally, some methodological issues surrounding the use of such surveys are discussed.