Quality Assurance

KEPRO's Employee Assistance Program has a rigorous Quality Assurance Program that monitors and interacts with its customers to review process, workflows and satisfaction rates. Our customers expect a high standard of delivery and we regularly review key metrics that demonstrate our commitment to excellence and customer satisfaction.

Key Metrics

As an EAP Call Center, KEPRO fully understands that our customers want service when they need it. That is, at the time of the initial call. KEPRO differentiates itself by committing the resources so that all calls are answered, and services administered, by Masters level counselors at the time of the call. There are no customer service representatives, no lengthy automated menus or lengthy hold times, and no messages or voicemail taken.

Our survey satisfaction scores have repeatedly demonstrated an excellent experience as reported by employees and managers alike.

EAP Counseling Survey Satisfaction data for 2016:

  • Overall Satisfaction = 98%
  • Quality of Initial Contact = 99%
  • Quality of Counseling = 98%
  • Situation Improved = 96%

Overall Satisfaction for Worklife Services for 2016:

  • Legal = 97%
  • Financial = 98%
  • Adult/Elder = 93%
  • Child/Family = 98%
  • Daily Living = 94%

Management Consultation Satisfaction data for 2016:

  • Overall Satisfaction = 99%
  • Would Use Again = 98%
  • Consultation Added Value = 100%
  • Would Recommend to Others = 98%

Critical Incident Response Services data for 2016:

  • Overall Satisfaction = 100%
  • Quality of EAP Consultation = 100%
  • Quality of Onsite Services = 94%