Therapist Directory Scoring Criteria for Clients

Finding a therapist can feel really overwhelming, which is often where online therapist directories come in. Many directories cater to specific groups of people, so folks in marginalized communities can find access to providers with similar identities.

Before scoring an online therapist directory, we consider several significant factors. Below you’ll find a list of our online therapist directory scoring criteria, including how we define the key categories and features, what we look for when we rate them, and a breakdown of our star rating system.

Search Features

The best directories make it simple for clients to find the ideal therapist match for them by including detailed filtering options among other features. The overall design of the directory search system should facilitate good client-therapist matches to eliminate wasted time and frustration.

Star Ratings for Search Features

5 stars – The design of the search features in the directory exemplifies clever design and is highly effective in pairing therapists with clients. It’s easy to see how ideal platforms would improve client-therapist match quality and lead to greater satisfaction overall.

3 stars – Search features are adequate but lack a degree of innovation. The platform provides good quality client-therapist matches or has a detailed filtering system that clients can utilize to good – but not perfect – effect.

1 star – The search features of the platform are inadequate and do not facilitate a good experience for clients searching for a therapist. Therapists find it difficult to appear in search results effectively.

Range of Therapist Specialties & Treatment Approaches

Offering a wide range of therapist specialties (i.e. treatment for anxiety, depression, etc) and treatment approaches (i.e. CBT, DBT, etc) means that folks can find a provider on the directory who offers treatment options that are flexible and match their specific needs. This is important both for clients unsure of what type of therapy they are looking for or need, as well as for clients who are looking for a specific type of treatment for their given diagnosis.

Star Ratings for Therapist Specialties

5 stars – The directory hosts providers with a wide range of treatment approaches and therapist specialties, and they are clearly listed in therapist profiles. Treatment plans are clearly defined as an expectation by the platform.

3 stars – The directory offers only a limited range of treatment approaches and therapist specialties, however, they are clearly listed in their profiles. The platform indicates that treatment plan completion is left to the therapist’s discretion.

1 star – The directory is a specialized platform that offers one type of treatment approach and all therapists are specialists in this one treatment type. They may be subject to the additional grading criteria in the addendum below. Treatment plans are not clearly explained anywhere on the platform.

Geographic Location

One of the greatest barriers to those seeking care is the availability of therapists licensed to provide services in their state. When reviewing online therapist directories, one of the top factors we look at is whether a directory has multiple providers listed in every state in the US.

Star Ratings for Geographic Location

5 stars – The directory is available nationwide OR covers 50% or more of the US population.

3 stars – The directory covers around 30% of the US population.

1 star – The directory covers less than 10% of the US population.

Ease of Use

The directory should be very easy to use overall for clients so they don’t get frustrated before finding an appropriate provider. The best directories will eliminate barriers for clients and make the process as smooth as possible.

Star Ratings for Ease of Use

5 stars – The platform is remarkably easy to use for both therapists and clients. Clients would have no trouble navigating the platform and can get started with their search immediately – e.g. the filters and search bar are available at the top of the homepage or just one click away.

3 stars – The platform is relatively easy to navigate, but may have some flaws in its design that could lead to frustration for clients using the platform. Any flaws in the platform will not be severe enough to render the system unusable.

1 star – The platform is poorly designed and difficult to use. It is grossly inadequate and will cause a high degree of frustration or lead to someone not finding a therapist on the platform.

Communication Features

The best directories facilitate easy communication between clients and their potential therapists, and make it easy and seamless for clients to schedule appointments. Clients should have a very intuitive way to schedule new appointments without intervention from the therapist.

Star Ratings for Communication Features

5 stars – This platform is an ideal example of excellent communication features. There are no barriers to client/therapist messaging and getting a first session scheduled, and any errors are easy to resolve. The design of this platform is such that clients and therapists will experience minimal frustration.

3 stars – While this platform is acceptable in its client communication features, it is lacking in design excellence and may have a few hiccups along the way. However, the design should not lead to someone giving up their search in frustration.

1 star – The communication features included with the platform are grossly inadequate and would prove highly ineffective from both the client and therapist side of things.

Cost Range & Insurance Coverage

The best directories make it easy for potential clients to see a therapist’s cash-pay cost, what insurance plans they accept, and any other information, such as sliding-scale rates.

Star Ratings for Cost & Insurance

5 stars – There’s a wide range of session costs and insurance plans available. Cost per session and insurance coverage provided by each therapist is clear and easy to see on their profile immediately. Bonus points if you don’t have to click in to their profile to see cost & whether they accept insurance.

3 stars – Cost per session and insurance coverage are displayed on each therapist’s profile, but you may need to do a bit of digging to find this info.

1 star – Cost and insurance coverage is unclear for providers on the platform.

Therapist Selection & Matching Options

Many directories give clients the option to either browse for themselves or to fill out a brief form or speak to someone in customer service and be matched with a therapist.

Star Ratings for Therapist Selection

5 stars – Clients can choose to have a matching agent help them select a therapist or they can choose one on their own. If clients choose their own therapist, the online therapist directory is easy to use and has filters for gender, educational level, specialty, cost, identity, and more. The platform offers a wide range of therapist specialties and these are clearly listed on the directory or in the therapist’s profile.

3 stars – Clients are left to select a therapist without any guidance. The directory is fairly easy to navigate, but may only have two or three filters available. The platform may only offer a few specialties and while these are listed on the website, it is vague which therapist offers which specialty.

1 star – The directory makes it unclear what providers specialties and rates are, has very few ways to filter, and offers no guidance for those new to therapy.

Extra Features & Resources

Extra features and resources, such as a space for journaling, webinars on various mental health and wellness topics, and skills or therapy “homework” worksheets provide a lot of additional support and guidance for a person’s wellness journey. Directories will receive a higher score than those that do not. Additionally, providing free resources, like educational articles or videos and mental health assessments, also make for a supportive and ideal platform.

Star Ratings for Extra Features

5 stars – The platform offers a wide range of extra features in its app or through the website, like a journal space, learning webinars, and homework sheets. Additionally, the platform’s website features free resources like educational articles or videos, and free mental health assessments.

3 stars – The platform offers a few extra features in its app or through the website, like a journal or homework sheets, but it may not have any educational webinars. There are select free resources on the platform’s website, like educational articles or videos.

1 star – The platform offers no extra features and no free resources.

Vetting of Therapists’ Credentials

It is important to know exactly what credentials your therapist holds, specialty areas they treat, and if they are licensed in your state. Directories that make this information readily available are ideal as it gives clients crucial information immediately. In particular, licensure information informs clients whether a therapist can provide them services, as well as what licensing board they could report any issues with the therapist to. Additionally, knowing what mental health issues a therapist can treat helps clients to identify if they are in the right place for treatment.

Online therapist directories that provide details such as their education level, states licensed in, clientele served, years of experience, and specialty areas will rank higher than directories that do not provide this information.

Star Ratings for Vetting Credentials

5 stars – It is clear what credentials the therapist has, what states they are licensed in, which clientele they specialize in treating, and how long they have been practicing. This information is readily available through the therapist’s profile, which the platform provides through its online therapist directory.

3 stars – It is clear what credentials the therapist has and which states they are licensed in, however, the therapist’s profile is missing other key information.

1 star – It is clear that the therapist has some type of credential, but it is not clear which states they are licensed in and there was no profile to read.

Customer Service

As with any service, the quality of a therapist directory’s customer service is a significant rating factor. Online therapy platforms may be penalized in this category if it’s difficult to find customer support contact information or connect with a representative, or if it lacks channels of communication to contact support (e.g., only has email, no phone numbers listed).

We also take into consideration user reviews from trusted sources when scoring for customer service. We research and analyze positive and negative reviews that mention customer service and track when the company responds to complaints on trusted user review websites, as well as in the Apple App Store and Google Play Store when relevant. Companies that provide prompt and effective feedback and support will score higher in this category.

Star Ratings for Customer Service

5 stars – The platform offers excellent customer service. There are multiple channels to communicate with a representative, including email, text, chat, and phone. Responses to issues and complaints are completed within two business days. There are very few, if any, customer complaints in reviews online. When problems are reported in reviews online, the company responds efficiently and effectively.

3 stars – The platform provides an average level of customer service. There are limited channels to communicate with a representative. Response time takes more than 3 business days. The company will sometimes respond to issues reported in reviews online.

1 star – The platform provides poor customer service. You can only reach a representative through one channel. Response time takes over a week and many issues are left unresolved. The company does not respond to reported issues in reviews online.

Reliability & Longevity

The best directories should have a long history of linking prospective clients to their ideal therapist match. Ideal directories should have many years of experience without being marred by negative user reviews or other problems.

Star Ratings for Reliability & Longevity

5 stars – The platform has been in operation for more than five years and serves 50% of the US population. The platform works with the top insurance companies in the states they provide care. The platform has grown over the past three years and offers additional services like teen therapy, couples/marriage counseling, and psychiatry. User reviews of the platform share very few complaints about the service and they consistently meet or exceed the client’s needs and expectations.

3 stars – The platform has been in operation for three years and can serve 30% of the US population. There are only a few major insurance companies the platform accepts and they have been working with them less than three years. The platform is still growing and only offers one additional service, like marriage counseling. User reviews mention some complaints about the service and clients’ needs and expectations are sometimes met.

1 star – The platform is brand new and has been active for one year and serves 10% of the US population. They do not work with any insurance companies and offer only individual therapy. Complaints or compliments are hard to find, as there are few to little user reviews.

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