TL;DR: Many HR leaders are frustrated by low Employee Assistance Program (EAP) utilization - often below 10% - despite offering mental health benefits. This blog breaks down 5 key reasons EAPs underperform: lack of awareness, persistent stigma, outdated service models, poor user experience, and lack of personalization. 

Today’s employees expect more flexible, accessible, and holistic mental health support. Learn how companies like Memorial Health achieved 65% engagement with Nivati’s modern platform that delivers 24/7 access, personalized care, and up to 10x higher utilization than traditional EAPs.

Insights for HR Leaders Seeking Better Engagement

As a Human Resources Director or VP of HR, you’ve likely invested in an Employee Assistance Program (EAP) to support your team’s mental health and well-being. But if you’re asking yourself, “Why isn’t my EAP being utilized?” you’re not alone.

Across industries, EAP utilization rates remain stubbornly low, often falling below 10%. For a benefit designed to reduce burnout, absenteeism, and turnover, this lack of engagement can be frustrating and costly.

Here’s why your EAP may be underutilized, and what you can do about it.

1. Lack of Awareness

Employees can’t use a benefit they don’t know exists. While 53% of American workers have access to an EAP benefit, on average there’s still a 5-7% utilization rate. 

Even in companies with robust onboarding and internal comms, EAPs are often buried under a pile of lesser-used benefits or mentioned once during orientation and never again. If your team isn’t regularly reminded of your EAP and how to access it, awareness fades.

Let’s not focus solely on the problem, though. On solution is to build an internal marketing strategy for your EAP. Send regular reminders via email, Slack, or your benefits portal. Partner with your wellness or culture committees to keep the resource visible.

2. Stigma Around Mental Health

Despite progress, stigma is still a major barrier to EAP engagement especially in industries like manufacturing, healthcare, and construction, where mental health discussions can feel taboo. Even in 2025, stigma still looms large. A 2023 survey by the American Psychological Association (APA) found that 38% of workers fear judgment or negative consequences for seeking mental health support.

To counter this perception, action must start at the top and be seen. Normalize mental health conversations in leadership messaging. Train managers to model vulnerability and promote well-being tools. Consider anonymous or confidential options like text-based support to lower the barrier to entry.

3. Limited Services or Outdated Delivery Models

Traditional EAPs often operate like a call center: limited hours, capped therapy sessions, long wait times, and a narrow focus on crisis support. But today’s workforce expects more, especially Millennials and Gen Z. These employees expect on-demand access, mobile-friendly platforms, and resources beyond therapy—like financial coaching, fitness, or meditation.

Evaluate whether your EAP meets the needs of a modern, diverse workforce. Ask your providers questions: 

• Are services accessible after hours? 
• What’s the average wait time for a session?
• Are they inclusive and culturally competent? 
• Are there options beyond clinical therapy?

4. Poor User Experience

Clunky portals, long wait times, and confusing sign-up processes such as long intake forms, then no clear follow-up often deter people from seeking help especially when they’re already overwhelmed. A Deloitte study revealed that ease of access is one of the top three drivers of employee engagement with well-being tools.

You need to audit the user journey. Try logging in or scheduling a session yourself. If it’s not intuitive, your employees are probably dropping off early too. Monitor how long it takes to get help and if the interface is user-friendly.

5. Lack of Personalization

One-size-fits-all EAPs often fail to engage employees at different life stages or job levels. Gen Z workers may want mindfulness and coaching, while managers may need leadership support or conflict resolution tools. Gallup reports that younger workers are more likely to seek preventative and ongoing support, while older employees may be looking for crisis-based or family-focused options.

With this in mind, you need to address all your employees - which can be daunting with outdated programs. Offer a mix of services tailored to your unique workforce. Look for solutions that provide multiple modalities like counseling, workshops, self-guided tools, and even support for family members. Search for a program that offers 1-on-1 support for those who need it or self-guided options for those who prefer privacy. 

Ready for an EAP Your Team Will Actually Use?

At Nivati, we help HR leaders move beyond low-utilization EAPs with a mental health platform your employees will actually engage with. Our solution includes:

• Video-based therapy, coaching, and mental fitness
• Flexible options across 8+ wellbeing dimensions
• User-friendly tech with 24/7 access
• Engagement rates up to 10x higher than traditional EAPs
  
  

If you're wondering why your current EAP isn’t working it is time to explore something more effective.

👉 Download this case study to learn more about how Nivati and Memorial Health system partnered to increase employee wellness engagement to 65%. 

👉 Then, book a free demo to see how Nivati can help you achieve great utilization.