More companies than ever have bought employee assistance services. A survey across several firms found usage has remained in single figures.

The problem is not awareness. More than 60 per cent of respondents knew the service existed; fewer than one in ten had used it.

The worry is concentrated on one thing

Among non-users, the dominant concern is narrow and consistent: that what they say will find its way back to the employer. The worry persists even where providers guarantee confidentiality.

If the booking goes through a company system, a lot of people simply will not click.— An HR director
A corner of an office.
A corner of an office.
  • Awareness: above 60 per cent
  • Usage: below 10 per cent
  • Main concern: information reaching the employer
  • What works: a fully anonymous, independent booking route

Some employers have moved booking entirely outside internal systems, with the provider billing directly. Usage rose noticeably after the change.