A broker’s guide to reading between the lines of EAP utilization data and uncovering real value
Most quarterly EAP reports are filled with pages of charts and graphs—but very few tell a meaningful story. Utilization rates, issue categories, and service breakdowns are useful, but without context, they don’t drive decisions or demonstrate impact.
As a broker, you can help HR leaders ask the right questions, spot warning signs early, and uncover deeper insights that lead to smarter strategy.
The Problem with Focusing on Utilization Alone
Utilization tells you how many people used the program—but not who, why, or how well it worked.
High utilization can mean:
- Strong communication
- Increased employee need or distress
- Managers are referring appropriately
Low utilization could mean:
- Lack of awareness
- Access barriers (e.g., phone-only)
- Stigma or fear of confidentiality breaches
What’s missing is the “why.”
Key Questions to Ask Your EAP Rep Next Quarter
Use this worksheet as a guide for strategic quarterly check-ins:
| Category | Questions |
|---|---|
| Access & Barriers | Are certain teams or locations underrepresented in usage? What channels are people using (phone, app, chat)? |
| Timing | What’s the average time from request to first appointment? Are there delays in service delivery? |
| Repeat Usage | What % of employees return for different issues? Are they returning because the service helped—or didn’t? |
| Referrals | How many manager referrals happened? Are managers trained and using the EAP as a tool? |
| Diversity | Do you track usage by demographic (if available)? Are multilingual or culturally matched services being used? |
| Communication | What campaigns or touchpoints happened last quarter? Did they correlate with usage spikes or drops? |
| Outcomes | Do you track satisfaction, symptom improvement, or follow-through after referral? |
Red Flags to Watch For
- Flat or Declining Utilization + No Communication Activity
Suggests the benefit is fading from view. Recommend an awareness refresh. - All Usage in One Category (e.g., counseling only)
Indicates employees may not know the full scope of services like legal, financial, or coaching support. - Minimal Manager Referrals
Signals missed opportunities or lack of training. The EAP should be part of performance and retention strategy. - Repeat Users for the Same Issue
May suggest service limitations, poor provider fit, or lack of handoff to long-term care. - Low Usage in Frontline or Remote Teams
Could mean access issues (no mobile tools, print materials, or field-based communication).
Beyond the Charts: How to Tell a Story With the Data
Ask the EAP rep (or help clients frame it) like this:
- “What trends are emerging in the issues people are bringing to the EAP?”
- “Which services are most valuable, and which are underused?”
- “How can we tailor next quarter’s communication based on this?”
- “Are we seeing EAP use correlate with retention, productivity, or time-off trends?”
Final Word for Brokers
You don’t need more charts—you need clearer questions. Help your clients turn generic reports into actionable insight by pushing beyond the basics and focusing on meaning, momentum, and impact.