In the spring of this year, we asked our clients to give us their open and honest opinion of us. The aim of our anonymous survey was to help us identify strengths and areas for improvement as a way of making our service even more attractive for our contacts and their employees.
Over 260 clients answered our call and before we share the most important results with you we would like to take this opportunity to offer them our heartfelt thanks.
We are thrilled that our EAP has had such an overwhelmingly positive impact. In concrete terms, it scored 4.2 out of 5, with a recommendation rate of over 80%. The high quality/professional nature of our assistance service and the pioneering and helpful support were among the most frequent responses to the question of why our clients would recommend us.
Of course, that's not to say there weren't a few criticisms that we have already taken on-board as a team so that we can find ways to improve. One example is our monthly live talks where we chat to experts about a variety of different issues and look for potential solutions: there was a desire for us to increase the frequency of these events and to organise them at different times of day. We took this suggestion to heart and have already begun hosting talks twice a month – with one morning and one afternoon session. You are therefore warmly invited to join our October live talk on sleep, our November talk on depression or our December talk on dementia. Invites to these sessions have already been sent out. If you need more information, please don't hesitate to reach out to your Client Advisor.
It is important for us that we see what benefits are most important for our clients when using our EAP. That's the only way we can optimise our products. We are happy that the overwhelming opinion among respondents matched up with our goals and that we are all headed in the same direction: for nearly 200 respondents, the support we provided in crisis situations and difficult times is the core of our EAP. Closely followed by assistance with personal and health-related issues and our Find a Consultant and Find a Therapist services.
We share this opinion entirely which is why this quote from a client is so pleasing: "I am so grateful for the partnership with INSITE because you can make so many things happen – even at short notice".
In addition to this opinion on the current state of play, we were also able to identify particular issues that will become increasingly important for our clients in the years to come and areas where we want to provide even greater support. These include breaking down boundaries, healthy management, addiction and social counselling, and assisting with expanding occupational health management.
At the same time, we asked for people's opinions on our new initiatives, such as the introduction of our 15-minute training videos. Around 85% would use these videos and mentioned flexibility, simplicity of access and sustained engagement with training content as the biggest benefits.
We will spend the next few weeks looking at how we can implement these services and when we can start offering new opportunities. We will keep you up-to-date over in our News area!
