High satisfaction among the people able to use the service

A caregiver navigation program receives strong satisfaction scores from employees who completed the service. However, most responses come from office workers with weekday availability. Shift workers report that provider listings show no open places, the helpline closes before their shifts end, and reimbursement requires an unaffordable upfront payment. Some employees abandon the application before reaching a service representative. The vendor reports total referral counts and says the program is successful, but the employer has not measured distinct users, usable care arrangements, or waiting time. A manager proposes ending the program for nonusers on the assumption that they have no caregiving needs. The benefits team can examine aggregate process data and invite confidential feedback without collecting unnecessary diagnoses or family details.