A Review of the EAP Market in the United Kingdom and Europe

Abstract

SUMMARY This research study explores the perception of human resource (HR) managers of the Employee Assistance Programs (EAP) product and EAP providers in Europe. This study had its origins in research undertaken by others, which suggested that EAPs had or were in the process of becoming commodities. Consequently the view was that they had become devalued, standardized, and where often used as an add-on bundled with the purchases of other services. This study, although not setting out to empirically prove or disprove this hypothesis, was designed to explore the perceptions of HR and other managers involved with EAPs (the purchasers), and add to the debate on this important perception. The research study was designed and data was gathered using an online questionnaire. The questionnaire sought to gather data about HR managers' and other managers' perceptions about the EAP product, the services included in EAPs, the factors that influenced the purchase of EAPs, and the reasons for establishing and maintaining EAPs. In general the research results established a much higher awareness of EAPs in the United Kingdom than in Denmark and Germany/Switzerland; the HR and other managers involved with EAPs were working at a relatively senior level but had a relatively low level of participation in the buying decision; there is a possible mismatch of services included in EAPs compared to what respondents actually want—though this may need further research. Price is rated as a “somewhat important” factor in the buying decision, but such factors as the relationship with and the quality of the EAP provider are also seen as important. Purchasers generally believe that EAPs provide value for money and there is little evidence of overselling. Finally, there is very little difference between organizations and participating countries in the reasons for establishing and maintaining EAPs or in fact in the anticipated and hoped for benefits. The research study report amplifies the above findings and suggests some actions for EAP providers and respondents.