Search for information you're curious about
Bookmarks
All Posts
Hot
공지사항

EAP Implementation & Operations

How to Connect Mental Health Campaign Feedback to EAP Operation Improvement
2026.10.02 10:03
Views 27Scraps 4
EAP · Psychological Counseling

How to Connect Mental Health Campaign Feedback to EAP Operation Improvement

Employee feedback received from mental health campaigns serves as data to verify event satisfaction, as well as operational data that can be used to assess the awareness, accessibility, trust, and service quality of EAP. The important thing is What changes are made to the actual service and organizational operations after hearing the feedback no see.

short answer
Campaign feedback Awareness, Accessibility, Trust, Service Experience, Organizational Environment Classify into five areas, then prioritize based on repeatability, impact, and feasibility. The key is to separate individual consultation content from the analysis, attach a person in charge, a deadline, and verification indicators to each improvement task, and then notify the employees of the actual changes.

📌 What remains is 'what to change in the next operation' rather than campaign satisfaction.

After a mental health campaign concludes, satisfaction levels, participation numbers, and open-ended feedback are typically collected. However, if this data is simply entered into a results report and the matter is settled, it becomes easy to repeat the same campaign in the next quarter. To connect this to improving EAP operations... A structure that reflects participants' experiences in service design, accessibility, communication, and managerial roles. It is necessary.

The theme of the WHO's 2026 World Mental Health Day “Lived experiences heard: real voices, real change” It also emphasizes 'meaningful participation,' where the voices of stakeholders actually influence policies, services, and decision-making, rather than merely listening to experiences.

🧭 Try classifying the feedback into 5 operational areas.

Feedback area Feedback employees can leave Things to review in EAP operations
Awareness and Guidance I didn't know there was an EAP. Expanding communication touchpoints for recruitment, benefits, internal portal, and managers
Accessibility Applying is a hassle and the time slots don't work out. SSO · Application Stage · Night/Weekend · Non-face-to-face Channel · Counselor Matching Check
Trust and Confidentiality I'm worried the company will find out. Redesign of Anonymity, Company Reporting Scope, and Personal Information Disclosure Text
Service experience It is difficult to change counselors and the waiting time is long. Checking Allocation Criteria, Change Process, SLA, and Available Slots
Organizational environment The workload needs to change before the counseling. Separating problems to be solved with EAP from tasks for improving work, management, and systems

1️⃣ The campaign survey separates the 'Event Evaluation' and 'EAP Improvement' questions.

If you only ask about campaign satisfaction, it is highly likely to end at the 'good/average' level. To utilize this for future operations Satisfaction with the event itself and Barriers to Accessing Mental Health Support Systems Please separate the questions.

purpose Question example Connectable operational measures
Campaign Evaluation Was this content easy to understand? Adjusting content length, format, and channel
EAP awareness Do you know how to apply for a consultation? Enhanced exposure of application channels
Access barriers What factors might make you hesitate to use it? Improvements in time, cost, trust, counselor selection, and login structure
Support preference Which type of support is the easiest to use? Adjustment of weight for in-person/video/phone/text, special lectures, and self-assessment
Organizational tasks Aside from individual counseling, what else would you like the company to improve? Separated into tasks for workload, management, collaboration, and system improvement

2️⃣ We view free opinions not as individual cases, but as recurring 'operational signals'.

Specific managers, departments, conditions, or counseling experiences may be written in the free comments. Therefore, rather than forwarding the original text to the manager as is... Complex application / Waiting for consultation / Concerns about confidentiality / Lack of administrator guidance / Request for workload improvement It is recommended to classify it as an operational signal, like this.

example
“I can’t sign up on the company Wi-Fi because I’m afraid I’ll get caught getting a consultation from my team leader.”

Operation signal: Lack of awareness regarding confidentiality + reliability issues with application channels
Improvement Measures: Strengthened guidance on company reporting scope, re-guidance on mobile application paths, and review of text displayed during access and login processes.

3️⃣ We do not mix campaign feedback and consultation content.

The Employee Assistance Program (EAP) is a system established under the Framework Act on Workers' Welfare that supports the resolution of stress or grievances arising in workers' work and daily lives. The Act stipulates that anonymity must be guaranteed to prevent the infringement of workers' secrets during the operation of the program. The Enforcement Decree makes an exception for cases where participating workers have consented to the subjects or content to be disclosed.

Therefore, to improve the campaign Who received which counseling It is recommended to avoid combining this with feedback data. For operational improvement, sufficient signals can be obtained from campaign surveys, anonymous and aggregated usage metrics, wait times, application completion rates, agent change counts, and inquiry types.

4️⃣ Prioritize feedback based on 'Impact × Iterability × Feasibility'.

Operation signal Repetition Impact feasibility Examples of priority measures
Unaware of EAP existence or application method height height height Modify Portal, Onboarding, and Admin Guide
Lack of evening consultation slots height height commonly Reviewing expansion of the pool of night counselors
There are many steps on the application screen commonly middle height Reduce unnecessary input fields
Preference for specific campaign designs lowness lowness height Refer to the following content creation
The problem of workload being bigger than counseling height height EAP alone cannot resolve the issue Separated into organizational improvement tasks for HR and business units

The EAP operations team does not have to address every issue. Counseling accessibility should be categorized as an EAP improvement task, workload, staffing, and evaluation systems as HR and business unit tasks, and immediate safety risks as a crisis response task.

5️⃣ Always attach an 'indicator' to improvement tasks.

Improvement tasks Changes Verification indicator example
Simplifying the application process Menu Step 4 → Step 2 Completion rate compared to application start, number of inquiries
Enhanced confidentiality guidelines Specify company reporting scope in FAQ, application screen, and campaigns Percentage of opinions worried about 'being found out at the company'
Improvement of counselor change procedure One-click request · Set responsible person processing deadline Change processing time, recurring complaints
Expansion of non-face-to-face access Add night video/phone slot Reservation waiting and usage rates by time of day
Enhanced administrator guidance Distribution of EAP Connection Guide for Administrators Manager inquiry types, employee path awareness

In this case, the indicator is not a method by which the company tracks the clinical effects of counseling on an individual basis, but, Verify accessibility, operational quality, and user experience at the aggregation level. The direction is appropriate.

6️⃣ Please inform the staff again 'what has changed'.

If feedback is received but no changes are seen, participation rates for the next survey may also drop. While it is not necessary to accept every request, among the recurring opinions, the items that were actually improved It has changed like this based on your feedback. It is recommended to inform them again in the form of...

feedback Company Action Example of a message to inform employees
The application process is complex Reduce required input fields We have streamlined the EAP application process.
Difficulty selecting a consultation time Night slot expansion We have extended weekday evening consultation hours.
Concerns about confidentiality Guide Page Revamp We provide clearer guidance on the scope of information provided to the company and the standards for confidentiality of consultations.
Workload improvement needed Follow-up discussions by organization Operational issues that are repeatedly raised, separate from individual consultations, are reviewed as improvement tasks by the relevant departments.

📋 2-Week Operational Routine After Campaign Ends

  1. D+1~3 — Collects satisfaction, free comments, and inquiry types, and restricts access to personally identifiable original text.
  2. D+4~7 — We classify feedback into awareness, accessibility, trust, service experience, and organizational environment.
  3. D+7~10 — Prioritize based on repeatability, impact, and feasibility, and assign a responsible department.
  4. D+10~14 — Separate EAP improvement and organizational improvement tasks, and determine the actions, responsible persons, completion deadlines, and verification indicators.
  5. Before the next campaign — Re-inform employees of actual changes and unresolved issues, and reflect them in the following survey questions.

✅ Checklist to verify whether feedback was linked to operational improvements

Confirmation items check
We separated the questions regarding campaign satisfaction and barriers to EAP use. □
The original text of the free opinion was not conveyed to the administrator exactly as it was. □
Feedback was classified into five operational areas. □
Campaign data and individual counseling content were not combined. □
We avoided statistics that can estimate individuals in small groups. □
Priorities were determined based on repeatability, impact, and feasibility. □
We distinguished between tasks that EAP will solve and tasks that organizations and managers will solve. □
A person in charge, deadline, and verification indicators were assigned to each improvement task. □
Verify whether there was an actual change after the improvement in the following data. □
Inform the employees again of the changes made based on feedback. □

❓ FAQ

Q1. Is it okay to ask about EAP usage in the campaign survey?

First, verify whether it is absolutely necessary for operational purposes. For a simple campaign satisfaction survey, you can identify areas for improvement without collecting data on individual EAP usage. If necessary, it is advisable to design an anonymous aggregation method and adhere to the principle of minimal data collection beforehand.

Q2. If there is feedback that counseling satisfaction is low, should HR review the counseling details?

For general quality improvement purposes, it is more appropriate to check operational information such as agent change requests, waiting times, reservation cancellations, and inquiry types first, rather than verifying the consultation details. Please separate specific complaints into a separate, limited processing procedure.

Q3. If a specific team leader is mentioned in the free opinion section, should it be immediately referred to an HR investigation?

Not all opinions lead to a formal investigation. However, if specific signals requiring separate procedures, such as harassment, safety issues, or discrimination, are included, the company's formal grievance investigation procedures must be determined by separating them from general EAP improvement data.

Q4. Is a high participation rate considered a success for a campaign?

Participation rates show reach, but they do not necessarily indicate operational improvement. After the campaign, also examine whether subsequent behaviors and experiences have changed, such as awareness of application channels, access barriers, waiting times, recurring complaints, and trust in the staff support system.

Recommended Posts

👉 Next step

Starting with the next mental health campaign, try adding an 'Operational Improvement Task' to the last page of the satisfaction report. If you organize the employee feedback, responsible department, implementation deadline, verification metrics, and next announcement into a single flow, the campaign will lead to actual improvements in EAP operations.

Inquire about improving EAP campaigns and operations →

📚 Source and Verification Criteria

This article is a general practical guide on utilizing satisfaction, open-ended, and operational data collected after mental health campaigns to improve EAP. It does not recommend combining employee counseling content or health information on an individual basis for campaign performance analysis. When collecting and analyzing feedback, please verify the actual personal information processing structure, the company's EAP contract, and investigation and grievance handling procedures. Date of official data verification: October 2, 2026.
Previous PostNext PostSee List
Comments3
  • Unknown User3
    업무량 얘기처럼 EAP로 해결이 안되는 의견은 어디로 넘길지 미리 정해두는게 제일 현실적인 고민인 것 같아요;;
  • Unknown User2
    자유의견을 원문 그대로 팀장한테 넘기는건 확실히 조심해야겠어요. 운영 신호로 묶어서 보는 방식 참고하겠습니다
  • Unknown User1
    캠페인 끝나면 만족도 몇 점인지만 보고하고 끝났던 것 같은데 다음에 뭘 바꿀지까지 남겨야 한다는 부분이 와닿네요

Popular in EAP Implementation & Operations

See more in EAP Implementation & Operations