An Employee Assistance Program (EAP) is an employee benefit that organisations provide to give staff access to counselling and wellbeing services that support their mental health and wellbeing. Most organisations aim for an EAP utilisation rate between 5% and 10%, with 6% often cited as a benchmark by the Employee Assistance Professionals Association of Australasia (EAPAA). However, benchmarks can vary depending on workforce demographics, industry, workplace culture and EAP service offerings.
EAP Utilisation Rate at a Glance
A good EAP utilisation rate is typically between 5% and 10%, with EAPAA reporting an industry benchmark of approximately 6%. EAP utilisation measures the percentage of employees who access counselling or support services through an Employee Assistance Program during a reporting period.
Key Takeaways: Exploring EAP Utilisation Rates
A good EAP utilisation rate is generally between 5% and 10%.
EAP utilisation measures the percentage of employees accessing support services.
Utilisation should be assessed alongside engagement, wellbeing outcomes and psychosocial risk data.
Higher utilisation often reflects stronger awareness, trust and accessibility. Benchmark comparisons should be considered in organisational context.
What Is an EAP Utilisation Rate?
An EAP utilisation rate is the percentage of employees who access counselling or support services through an Employee Assistance Program (EAP) during a specific reporting period. It is one of the most common measures used to assess EAP awareness, accessibility and workforce engagement with wellbeing support.
EAP utilisation rates are typically calculated by dividing the number of employees who accessed EAP services by the total workforce, then multiplying that figure by 100. Overall, an EAP utilisation rate is an essential metric to track, as it can demonstrate the effectiveness of your program, as well as the uptake from your workforce. That is why organisations track their EAP utilisation. Here is an example of how EAP utilisation can be calculated:
- 50 employees used EAP
- workforce = 1,000
- Utilisation Rate = 5%
The equation: EAP Utilisation Rate (%) = Number of Employees Who Accessed EAP ÷ Total Workforce × 100
What EAP utilisation rates can demonstrate
If your workforce is actively using their EAP, you should see clear shifts in poor wellbeing, time away from work, and dips in productivity, focus, and engagement. Ultimately, your EAP usage rate helps indicate whether your workplace wellbeing strategy is working and whether you need to lift promotional efforts, and if stigma surrounding help-seeking behaviour exists and needs to be addressed. Here is what your EAP utilisation rate can show you:
- The number of employees who use your EAP support
- Shortfalls in your workforce’s wellbeing and where targeted prevention measures are needed
- The effectiveness of your combined promotional efforts
- Emerging psychosocial risks and workforce trends before they become widespread issues
- Levels of awareness, trust and confidence in your organisation’s wellbeing support services
- Opportunities to strengthen manager capability, communication strategies and early intervention initiatives through targeted engagement activities
Difference between EAP utilisation and engagement
Some EAP providers often amalgamate their EAP utilisation rate with engagement rates which can present an inflated figure. However, your EAP participation rate should be solely defined by the number of individuals who access support, not those who have engaged with proactive wellbeing tools. The following are definitions of utilisation and engagement and how they differ from each other:
Utilisation rates
Utilisation rates are the number of individual staff members who have booked an EAP appointment with your support provider over a given period. For example, at Converge, our utilisation rate is measured by the number of employees who book a counselling or coaching session. This differs from engagement and awareness because it provides a true indication of who is actively using your EAP services rather than simply engaging with tools and resources. In addition, EAP utilisation rate is counted per employee that uses EAP, not each individual session, meaning your total rate will not be inflated and a more accurate representation.
Engagement rates
Engagement rates are often calculated based on the number of staff members who access tools and resources without necessarily booking an EAP appointment. Proactive tools such as apps and websites can be engaged with at a higher rate than those who actually book an EAP counselling appointment. This is where engagement rates, coupled with utilisation, can be misleading. Engagement rates can also include other none-EAP services such as training and consulting, critical incident support, onsite support services, resource downloads and views, and risk management services (for example, a psychosocial risk assessment).
Why EAP Utilisation Rate Matters
EAP utilisation matters because it’s a true measurement and critical metric of how many of your workforce use your workplace wellbeing services. You can view your EAP utilisation rate as an indicator of workforce engagement with wellbeing support. Generally, the higher the participation rate, the more likely employees are to be accessing support when they need it.
You should not see this metric as a sign that your employees are more mentally well. Instead, you should see usage rates as an indication that your staff are receiving appropriate support for their wellbeing challenges and equipped to overcome such challenges.
Utilisation Reporting: Converge Insight
Based on Converge reporting data, our average utilisation rate is 6.4%, exceeding the commonly cited industry benchmark of approximately 6%. We also observe engagement rates exceeding 29%, demonstrating that employees interact with wellbeing support in many ways beyond counselling appointments alone.
Utilisation rates & their influence
What Factors Influence EAP Utilisation Rates?
Factors that influence your EAP utilisation rate include awareness and promotion, accessibility, psychosocial risks, and the value of your wellbeing investment. Here is how each factor can influence EAP participation rates:
Workforce awareness of your EAP program
If your utilisation rate is high, employees know that support is available, are actively using it, and are engaged in positive help-seeking behaviours. If your participation rate is low, your workforce may not be aware of the program or may see stigma attached to help-seeking. A higher utilisation rate can indicate that employees are addressing challenges early and proactively, before they become crisis-level issues. Additionally, if they do hit crisis-levels, they’re seeking the support they need.
Accessibility of your EAP program
If your staff are highly engaged in your employee assistance program, this shows that your support measures are easily accessible. When utilisation rates are low, you may need to do a greater promotional push and question the accessibility of your EAP program. For example, at Converge, our omni-channel approach means we meet your employees where they are – preventing staff from searching far and wide for help.
Potential psychosocial risks
Psychosocial and psychological safety is paramount – not to mention a legal requirement. As such, high engagement and utilisation rates show that your workplace could reflect a safe, inclusive, and supportive culture where staff feel valued. Equally, EAP participation rates can demonstrate that help-seeking is normal, meaning there is less stigma associated with seeking support.
Value of your wellbeing investment
Finally, EAP utilisation rates can also demonstrate your ROI as it shows that employees are using your support services. As we know, staff who are supported through an employee assistance program have a higher chance of being more productive, focused, and engaged. Utilisation can correlate with these outcomes and if your utilisation rate is high, as well as absenteeism and mental health claims have reduced, you’ve got your ROI.
The Four Factors of EAP Utilisation
01. Awareness
Awareness is the way in which employees know what support is available and how to access care when and where they need it. This arises from promotion of EAP support and the resources available outside of counselling.
02. Accessibility
Accessibility is how simple booking and accessing resources is for employees. Are all resources digital or print? Are booking options only phone or through a device? Overall, an EAP should be able to offer offline and digital tools and booking (like Converge) to ensure that employees can access care from wherever they are, whenever they need it.
03. Trust
Employees must trust their EAP, and this can simply derive from word-of-mouth and the quality of their care and resources. However, company backing is also essential as employees trust the word of their leaders and managers.
04. Culture
Organisations that actively promote help-seeking and normalise wellbeing support, often see higher utilisation rates. If your company culture encompasses support, safety, and wellbeing, employees will know that their company values them, and will feel less stigma when approaching their EAP for support.
What Is Considered a Good EAP Utilisation Rate?
Utilisation rates differ from EAP to EAP; in reality, a ‘good utilisation rate’ depends on the awareness of your support services, the simplicity of access, and if staff are actually utilising their EAP. According to the governing body of EAP, EAPAA, in 2019-2020 the benchmark utilisation rate was 6%. Similarly, a NSW Government study identified that utilisation rates typically oscillated between 2.6% to 8%.
As we know: EAP engagement rates are not the same as traditional utilisation rates. Rather, they combine employees booking and attending counselling with usage of other tools provided by an EAP – think resources, videos, training, etc. Conversely, utilisation rates are defined as the number of employees who book and attend a counselling session. EAPAA coined the engagement rate term in 2021 in a whitepaper.
Therefore, if you would like to benchmark both utilisation and engagement rates, EAPAA outlined in its “Debunking EAP Myths” study:
Utilisation rates typically sit around 5.73% (counselling-only engagement), and that is a benchmark you should attempt to attain in collaboration with your employee assistance program.
Engagement rates on the other hand sit around 12.73% on average (complete engagement with your EAP – both resources and booking). If you’re questioning why your engagement rate is north of 20% to 40%, question if this is just utilisation of your counselling services and not holistic engagement.
Ultimately, workplace culture plays a heavy hand in your EAP utilisation. If help-seeking is not encouraged, nor promoted, your staff will be less likely to utilise their support services. As an organisation, you should work in conjunction with your EAP, to address cultural challenges to destigmatise mental health and wellbeing support.
EAP Utilisation Benchmarking Guide
The following benchmarks provide a useful point of comparison for organisations measuring the performance of their Employee Assistance Program. While industry averages offer context, utilisation rates should always be interpreted alongside workforce demographics, psychosocial risks, engagement levels and organisational culture.
The Employee Assistance Professionals Association of Australasia (EAPAA) benchmark for counselling utilisation. Converge's average utilisation rate sits above this benchmark.
Why Comparing Utilisation Rates Can Be Misleading
Comparing your EAP utilisation rate with another organisation can be misleading, as several factors can naturally influence how often employees access support services.
Workforce Demographics
Workforce age, gender, family responsibilities, tenure and organisational size can all impact EAP usage. Different employee groups may have different support needs and help-seeking behaviours. Equally, if your EAP is online-only, this can inhibit employees with lower levels of digital literacy from seeking support. Conversely, if your EAP booking is phone-only, this could prevent those who wish to remain anonymous or talk about their issues with a counsellor, and no one else, from accessing EAP support.
Industry-Specific Factors
Some industries face higher levels of stress, workload pressures, workplace risk or exposure to challenging situations. These factors can influence how frequently employees access EAP services.
Geographic and Remote Workforce Considerations
Workforce location can affect utilisation rates. Remote, regional, hybrid and geographically dispersed employees may engage with support services differently to predominantly office-based workforces.
Differences in EAP Service Offerings
Not all EAP programs offer the same services. Some providers deliver counselling only, while others include manager support, career coaching, financial coaching, legal support and digital wellbeing tools. Broader service offerings often create more opportunities for employees to engage.
Look Beyond the Benchmark
Rather than focusing solely on how your utilisation rate compares to others, consider what the data says about your workforce. When combined with employee feedback and wellbeing trends, utilisation rates provide valuable insights into employee needs, program awareness and the effectiveness of your workplace wellbeing strategy. Ultimately, Employee Assistance Programs help organisations reduce psychosocial hazards and strengthen psychological safety.
At Converge, we recommend organisations assess EAP utilisation alongside workforce wellbeing outcomes, psychosocial risk indicators, awareness levels and employee engagement metrics rather than relying on a utilisation benchmark alone.
What High-Performing Organisations Do Differently to Increase EAP Utilisation
A high utilisation rate does not necessarily mean an organisation has a toxic culture. On the contrary, their high utilisation rate can be due to a number of factors positively impacting their workforce’s productivity, engagement, and wellbeing. The following are key areas that organisations focus on when trying to increase their EAP utilisation rate:
- Continuous promotion: Organisations that actively promote their EAP and naturally integrate resources, promotional material, webinars, etc. into their wellbeing campaigns all year round often achieve higher utilisation rates.
- Leadership endorsement: Leadership support and confidence in an EAP can prevent negative help-seeking behaviours from trickling down to their workforce. A leadership team that actively promotes EAP support demonstrates to their workforce that seeking help in times of need is normal and should be prioritised.
- Manager capability training: According to a CMHAA study, 60% of employees had positive workplace experiences when they were supported by their manager. However, 38% of managers said they hadn’t undergone training to handle mental health and wellbeing conversations. By training your managers to understand the capabilities of your EAP and to signpost staff to support in a guided and close manner (guiding them through the EAP process), you may see an increase in your utilisation.
- Digital wellbeing platforms and easy access pathways: through multi-channel awareness campaigns, businesses with high EAP utilisation often highlight EAP support on their digital channels and platforms, as well as simply explaining the booking process and access pathways often achieve higher utilisation rates.
Should Organisations Aim for Higher EAP Utilisation?
In most cases, higher EAP utilisation can be a positive sign. It often indicates that employees are aware of the service, trust its confidentiality, and feel comfortable seeking support when needed.
However, utilisation rates should never be viewed in isolation. A high utilisation rate may reflect strong awareness and engagement, but it can also indicate underlying workplace challenges that require further investigation. Equally, a lower utilisation rate does not automatically mean an EAP program is ineffective, particularly if employees have low support needs or awareness levels are still developing. The goal should not simply be to increase utilisation, but to ensure employees access support when they need it and achieve positive wellbeing outcomes.
For example, when Converge partnered with the Australian Department of Defence, awareness and trust in the EAP were key priorities. Through tailored awareness sessions, leadership engagement, onsite support, regular communications and a strong focus on confidentiality, the organisation increased employee engagement with available services. Over a 12-month period, this resulted in more than 3,400 hours of EAP support being delivered, alongside extensive critical incident and wellbeing support across the workforce.
Ultimately, the most effective EAP programs balance utilisation with broader wellbeing measures, including employee outcomes, satisfaction, psychosocial risk reduction and organisational culture.
To conclude: What Is a Good EAP Utilisation Rate?
Most organisations should aim for an EAP utilisation rate between 5% and 10%, although the ideal rate depends on workforce demographics, industry, workplace culture and service accessibility. More important than the benchmark itself is whether employees are aware of, trust and access support when they need it.
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EAP Utilisation Rate Frequently Asked Questions
What is the average EAP utilisation rate?
The average EAP utilisation rate is often around 5–10%, depending on how utilisation is measured, the organisation’s workforce profile, and how actively the program is promoted. Counselling-only utilisation is usually lower than broader EAP engagement rates, which may include app use, digital tools, resources, webinars or other wellbeing services.
Is a low EAP utilisation rate bad?
A low EAP utilisation rate is not always bad, but it can indicate that employees are unaware of the service, unsure how to access it, or hesitant to seek support due to stigma or confidentiality concerns. Organisations should review utilisation alongside employee feedback, workforce trends, psychosocial hazard data and promotional activity before deciding whether the rate is a concern.
Can an EAP utilisation rate be too high?
An EAP utilisation rate can be high for positive reasons, such as strong awareness, trust, easy access and a healthy help-seeking culture. However, a sudden or sustained increase may also point to underlying workplace stressors, psychosocial risks or organisational change impacts. High utilisation should be reviewed in context, not treated as either good or bad in isolation.
How often should EAP utilisation be measured?
Organisations should measure EAP utilisation regularly, typically quarterly and annually. Quarterly reviews help identify emerging workforce trends, while annual reporting gives a broader view of program performance, engagement, awareness and wellbeing outcomes over time.
How is EAP utilisation calculated?
EAP utilisation is calculated by dividing the number of employees who accessed EAP services during a reporting period by the total workforce, then multiplying the result by 100.
What does a high EAP utilisation rate mean?
A high EAP utilisation rate often indicates strong awareness, trust and accessibility of support services. However, it should be assessed alongside workforce wellbeing data and organisational context.
What does a low EAP utilisation rate mean?
A low EAP utilisation rate may indicate low awareness, barriers to access, stigma around help-seeking or limited demand for support services.
What is a healthy EAP utilisation rate?
Most organisations consider an EAP utilisation rate between 5% and 10% healthy, although ideal rates vary depending on workforce demographics, industry, workplace culture and EAP service offerings.
Why is EAP utilisation important?
EAP utilisation is important because it helps organisations understand whether employees are aware of, trust and access available wellbeing support. It can also highlight emerging psychosocial risks, workforce trends and opportunities for early intervention.
What is the difference between EAP utilisation and EAP engagement?
EAP utilisation measures the percentage of employees who access counselling or coaching services through an Employee Assistance Program. EAP engagement measures broader interaction with wellbeing resources such as apps, digital platforms, webinars, educational content and counselling services.
