EAP utilization can increase without increasing program costs. Here’s how.

Highlights

• Traditional EAPs average just 2–5% utilization—too low to make a meaningful impact.
• Poor utilization leads to higher healthcare spend, absenteeism, and burnout.
• Modern, personalized EAPs see 600%+ increases in utilization—with no increase in cost.
• Better engagement starts with faster access, outcome tracking, and stigma-free design.
• Upgrading your EAP can reduce total health plan costs and improve workforce well-being.

The problem: Low EAP utilization is costing you

Employee Assistance Programs (EAPs) were designed to be a frontline resource for mental health and well-being. But most aren't fulfilling that promise. Traditional EAPs typically see just 2–5% utilization—meaning the vast majority of your workforce isn’t getting the support they need.

Meanwhile, employee stress and burnout are surging. According to a 2025 commissioned study conducted by Forrester Consulting on behalf of Spring Health, 65% of employees say they feel as or more stressed than they were five years ago. At the same time, health insurance costs for employers are expected to increase 9.5% in 2026, which would be the fastest rate of increase in at least 15 years. 

The disconnect is clear: rising need, stagnant engagement. And that gap is costing organizations in the form of absenteeism, high turnover, increased ER visits, and lost productivity.

In many organizations, the EAP exists more as a check-the-box solution than a meaningful support system. Yet when utilization is low, you're not just underdelivering on employee support—you're also incurring avoidable healthcare and workforce costs.

Why aren’t employees using the EAP?

Understanding the barriers to mental healthcare is the first step toward solving the problem. For many employees, it's not that they don’t want support—it’s that the experience of accessing it is fragmented, stigmatized, or ineffective.

Many traditional EAPs rely on outdated models—such as requiring employees to call a 1-800 number to initiate care, waiting several days (or longer) for a response, and navigating clunky referral systems. Meanwhile, today’s employees are accustomed to seamless, digital-first experiences in nearly every other aspect of life.

In a world where people can order dinner or a rideshare in minutes, it’s not realistic to expect high engagement from outdated solutions.

What actually increases EAP utilization?

Increasing utilization doesn’t require more spending—it requires smarter design. Employers that embrace modern, outcomes-driven mental health platforms are seeing dramatic improvements in engagement.

These aren’t theoretical strategies. In one case study, a large national healthcare system experienced a 600% increase in EAP utilization and a 4.8x increase in therapy engagement within 10 months of transitioning to a modern mental health solution.

Key to that transformation was removing the common friction points: slow access, lack of fit between member and provider, and no visibility into outcomes. When care is high quality, personalized, and immediately available, utilization follows.

More utilization should reduce costs and drive ROI

There’s a persistent myth that higher utilization must mean higher cost. And that might be true of traditional EAP solutions. But with enhanced EAPs and more robust mental health solutions, increased utilization of the right care reduces total spend. And total medical cost reductions can grow year after year. 

That’s because early, targeted mental health support helps employees avoid more costly downstream expenses such as:

• Emergency room visits for behavioral health crises
• Short- and long-term disability claims
• Absenteeism and presenteeism
• Escalation of chronic medical conditions

Watch the video below as Casey Smolka, who is Lead Product Manager, Data Products at Spring Health, explains the impact behavioral health utilization can have on costly health plan spend. Watch the full webinar here.

Studies show that when employees engage with a high-quality EAP:

• Employers see $1,070 in average net savings per participant in the first year
• Physical health costs drop by 14%, thanks to reduced ER and hospital visits
• Cumulative ROI grows to 2.4x over three years, with some customers achieving up to 4:1 returns

In other words, you don’t need to spend more to get better results. You just need a solution that delivers care people actually use.

Is it time to reassess your EAP?

Our Mental Health Benefits Maturity Model offers a structured way to assess where your program stands—and what it would take to move from a reactive, compliance-based program to one that proactively improves outcomes.

Ask yourself:

• Can employees access care in a day or less?
• Are you able to track utilization, outcomes, and ROI?
• Are providers diverse, high-quality, and matched based on employee needs?
• Do you offer support across the full spectrum of mental health acuity?
• Are managers trained and equipped to support mental wellness?

If not, your EAP may be costing more than it’s saving—in dollars, productivity, and trust.

FAQs

What’s a good EAP utilization rate?
Benchmarks suggest 20%+ is achievable with the right solution. Some organizations reach this within the first year of modernizing their mental health benefits.

How can I measure EAP effectiveness?
Look for outcome measures like clinical improvement (e.g., PHQ-9, GAD-7 scores), time to first appointment, and total medical spend reduction.

Will increasing utilization cost more?
Not necessarily. With precision care models, increased usage often leads to lower total costs due to fewer high-cost medical interventions.

What support do managers need?
Managers are the frontline of mental health visibility. Give them access to training, clear escalation protocols, and support for their own wellbeing.