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EAP Implementation & Operations

EAP User Experience Anonymous Feedback Questionnaire | Check Service Quality Without Consultation Details

2026.10.23 13:17

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EAP · Psychological Counseling

After operating an EAP for a year, you become curious about “what it was like for the staff to actually use it.” However, you cannot ask about the counseling content or who used it. This data is Without asking about the details of the consultation Application, reservation, channel, confidentiality, like trust Anonymous questionnaire solely for verifying service quality Wow, this is an Excel spreadsheet that automatically generates scores by area and priority areas for improvement when you input a response.

What you can do with this material
In Excel 19 questions (3 common to all employees, 13 from users with experience, 3 regarding reasons for non-use/improvement suggestions, etc.) and List of questions not to be asked ...contains response input and automatic aggregation sheets. For questions with fewer responses than the set standard, the result is Private Indicated by , and low-scoring areas are accompanied by examples of vendor requests and company actions. Improvement first It is displayed as.

📥 Download Anonymous User Experience Feedback Questionnaire Excel

📌 Use this in these situations

While reviewing year-end EAP operations Service quality, not usage rate When you need evidence to show
Ahead of contract renewal or vendor comparison Employee experience When you want to check
Mental Health Day campaign opinions Improvement Task Card When supplementing the evidence while making it
Separate from the company satisfaction survey Questions from a company perspective When you want to look at (cognition and trust) together

🧭 Asking and Not Asking

There is only one standard. How the service was provided is asking, Why the employee consulted ...is not asked. Guaranteeing the anonymity of workers during the implementation of EAP is a legal obligation, and ( Article 83, Paragraph 2 of the Framework Act on Labor Welfare ), the Personal Information Protection Act stipulates that if the purpose can be achieved anonymously, it shall be processed anonymously( Article 3 The topic of consultation or symptoms may be sensitive health information ( Article 23 ).

Asking (service quality)	Things not asked (consultation content, identification information)
Do you know that EAP exists and how to apply?	Reason for counseling, counseling topic
Application process, booking desired time slot, and the time taken from the first consultation	Diagnosis, symptoms, medication, treatment history
Selection of counseling method (in-person, phone, video, etc.), counseling environment	Stories shared during counseling, advice heard from the counselor
Did you know the schedule information and the procedure to change counselors?	Counselor's real name and personal evaluation
Whether confidentiality could be trusted, and whether the personal information guidance was easy to understand	Exact usage dates and frequency, name, employee number, and contact information
Overall help, willingness to use again	Information that can identify minority groups, such as specific departments and job titles

📋 Question Examples

All scoring questions are answered on a scale of 1 (not at all) to 5 (very much so). The Excel file contains all 19 questions and for each question Why I am asking, and what the results are used for It is written together.

area	Question examples	Respondents
Awareness and Guidance	I know how to apply for company-supported EAP (psychological counseling).	All employees
Awareness and Guidance	I am aware that EAP usage status is not communicated to the company on an individual basis.	All employees
Application/Reservation	I was able to book a consultation at my desired time.	experienced users
Application/Reservation	The waiting period from the application to the first consultation was appropriate.	experienced users
Counseling methods and environments	I was able to choose the consultation method (in-person, phone, video, etc.) as I wanted.	experienced users
Information and response	I knew that I could request a change of counselor if necessary.	experienced users
Confidentiality Trust	I could trust that the details of the consultation would not be conveyed to the company.	experienced users
Overall experience	I am willing to use EAP again if necessary.	experienced users

🗂️ Sheet composition

sheet	use
Writing Guide	Usage order, setting minimum response counts and improvement benchmarks, pre-deployment checks
Questionnaire	19 items (domain, response method, target, reason for asking, use of results), select whether to use
Questions not to be asked	10 Questions Not to Include and Reasons, and Alternative Questions
Response input	Sheet for pasting responses downloaded from the survey tool (300 rows)
tally	Number of responses, average, and positive rate (4–5 points) per item, distribution of reasons for non-use, and automatic 'Private' display for values below the threshold.
Linking improvement tasks	Scores by area and improvement priorities, examples of vendor requests, company actions, and verification indicators, and input of person in charge and deadline.
Example of a notice	Examples of survey instructions and results sharing text
reason	Summary of the statute and link to the original text

✍️ Order of Use

In the [Writing Guide] Minimum number of responses (Basic 5 people) and Improvement benchmark We set the base score to 3.5 points based on company standards. Both are examples of internal standards, not legal standards.
Select the questions to use from the [Questionnaire] and transfer them to an internal survey tool or an EAP vendor survey. Turn off the login, employee ID, and email collection functions.
Please refer to the [Example Notice] to inform you that the process is conducted anonymously and that you should not write consultation details or personal information in the free response section.
Once the survey is finished, download the responses and paste them into [Enter Responses]. Delete fields such as name or contact information before pasting.
Check the results in [Aggregation] and [Linking Improvement Tasks], move the priority improvement areas to the task card, and write down the person in charge and the deadline.

🧮 Things that are displayed automatically

item	Calculation method
Number of responses	Total number of responses, number of users with experience, number of non-users
Item average	Awareness and guidance are based on all responses, while the rest are averages based on users with experience (out of 5 points).
Positive ratio	Percentage of respondents who answered 4 or 5 points
Private	If the number of responses to the question is less than the minimum required, 'Private' is displayed instead of the result.
Area scores and improvement priority	If the average of the item averages in a domain is lower than the improvement threshold, it is designated as 'Priority for Improvement,' and the lowest-scoring domain is marked separately.
Reasons for non-use	Display number of people by reason only when the number of non-users is greater than or equal to the minimum number of responses.

🔐 Points to note when distributing

Do not try to find out who used it. If you want to send surveys separately only to users, use a method where the EAP vendor sends them and the company only receives the aggregates.
Do not divide the response group into small segments. Including questions about department, job title, and age allows you to estimate minority respondents. If absolutely necessary, ask only in broad units, and review the results only when the minimum number of responses is met.
Please summarize and share your free response. If the original text contains consultation details or information revealing specific individuals, it is removed from the shared material, leaving only the topic.
Please keep the original data only for the person in charge. Once the aggregation is complete, set a retention period and organize the raw data.

📍 The Personal Information Protection Act stipulates that this Act does not apply to information where an individual can no longer be identified even when combined with other information. Article 58-2 Conversely, if a person can be identified by combining their department, job title, etc., even without receiving their name, it constitutes personal information. The Personal Information Protection Commission's Guidelines for Processing Pseudonymized Information also consider very small groups to pose a high risk of identification and advises deleting infrequent items or grouping them into categories. However, the rule not to disclose information below a certain number Numerical standards are not found in laws or guidelines. Excel's 'minimum response count' is an example of an internal standard designed to reduce this risk.

✅ Pre-survey checklist

Question

☐ There are no questions asking about the reason for counseling, the topic, or symptoms.

☐ They did not ask for the counselor's real name or have them evaluate it.

☐ Questions regarding department and job rank were omitted or included only in broad units.

distribution

☐ I turned off the login, employee ID, and email collection functions.

☐ The method of anonymous process and result sharing was written in the guidelines.

☐ Instructions were given not to write personal information or consultation details in the free response section.

result

☐ We set a minimum number of responses and improvement criteria.

☐ The results are shared only through aggregation.

☐ I assigned someone to move the priority areas for improvement to task cards.

❓ FAQ

Q1. EAP providers also conduct satisfaction surveys; do I need to do this separately?

Vendor surveys are useful for assessing service satisfaction immediately after consultation, while company surveys allow you to view questions that include non-users, such as "Do you know if there is an EAP?" or "Are you worried about being found out to your company?" Please review the vendor survey questions first and remove any overlapping items.

Q2. If there are few respondents, can the results not be written at all?

For questions marked as private, report them as "not disclosed due to low response rate" instead of individual results, and supplement the basis with free-form comments or aggregated data from company reports. You can also try asking the same questions again the following year to accumulate the data.

Q3. What if complaints about the counselor are written in the free response?

In the shared materials, leave only the topic, such as 'Opinions regarding counselor assignment/change,' and request the company to provide guidance on the counselor change procedure so that employees can easily understand it. It is not recommended for the company to verify the consultation in question.