Always ask.

Because people are at the heart of what we do, their experiences are critically important to our ongoing success. We know that collecting and analyzing data helps us to make decisions that improve experiences for all those we serve, but we’re very careful that our pursuit of this data isn’t a means to an end or just confirming a bias.

As a result, all research conducted on behalf of Arcora or using Arcora’s anonymized data is administered and analyzed by our Chief Investigator.

Here are a few highlights of how we use research and data to assess how we’re doing:

1. Client Reported Outcomes Survey. Every Arcora client is asked to participate in a short pre- and post-contact survey to assess their experiences with us. We receive the analyzed results each spring and use them to improve internal intake, referral and case management processes, as well as our ongoing assessment of quality assurance within our professional network (e.g. counsellors, coaches and specialized human resources, legal and financial professionals).

Of course, we also share the results with our clients and use the information in marketing and other promotional materials.

2. Ongoing investments. In addition to the client survey, we also invest significantly in having our Employee Assistance Program (EAP) independently researched and evaluated on an ongoing basis, so we can continue to evaluate and demonstrate the impact on a number of important outcomes, including:

• Mental health
• Problem resolution
• Workplace productivity and engagement
• Saved costs for insurers to other lines of benefit, such as reduced disability claims and prescription medication, etc.

The results of these evaluations are always shared with our clients, and are often published within scientific, peer-reviewed journals.