Online Therapy Review Methodology
How we rank and review online therapy platforms
We engaged in a variety of testing and research to determine the best online therapy providers. In order to recommend the best platforms for our readers, we:
- Consulted with mental health experts to understand therapy best practices
- Mystery shopped more than 20 online therapy platforms
- Interviewed focus groups of current and prospective online therapy users, which included older adults, to understand first-hand experiences
- Developed a scoring system to compare platforms
- Read verified customer reviews from third-parties like the Better Business Bureau (BBB) and Trustpilot to understand users’ eperiences
- Kept up to date on the latest academic research on therapy and mental health
Our testers personally mystery shopped 20 of the top platforms for one month, investigating how they work, the cost, and the types of online therapy they provide. During our testing, we had sessions with therapists and explored other features of the service to understand what they were really like.
Based on our independent research and consultations with mental health experts, our Reviews Team determined the following factors to be important when looking for online therapy:
- Overall cost
- Total value of the proposed services
- Whether it accepts insurance
- Potential discounts or financial aid
- Transparent billing practices
- Whether the technology is easy to use
- Whether you can filter therapists by preferences or specialties
- Ease of scheduling appointments
- Accessibility across different ZIP codes
- Reliability of customer service
- Ability to switch therapists
The Reviews Team developed a scoring system for online therapy platforms that considers cost, customer service, user experience, and unique features. Here’s how it breaks down:
Pricing (35% of total score): Points were awarded to platforms that accept insurance, offer financial assistance or discounts, and are at or below the average cost.
Customer Service and Policies (20% of total score): This section includes customer service availability, provider flexibility, and contractual policies, including hidden fees, cancellation policies, and pricing transparency.
User Experience (30% of total score): Platforms should be easy to use and offer multiple types of therapy, including live video or calls, live messaging, and non-live messaging.
Special Features and Brand Perks (15% of total score): The team determined whether a platform’s providers can prescribe medication and if they offer any extras, like meditation videos or free group therapy.