Measuring the Care Alliance

Hello Crew!

I shared a post called “Care is Electricity” a couple of weeks ago. The gist is that caring for another person is therapeutic - it brings healing to them.

In the clinical world, therapists use a tool called the Session Rating Scale to measure this connection. It turns out, this tool is the single best predictor of what helps a person get better. A researcher actually did a study (worth reading) looking at listener therapeutic alliance levels right here on 7 Cups and found they were on par with professional therapist levels! I write more about this in the Care is Electricity post.

Starting tomorrow, we will begin using the Session Rating Scales in member and listener (1:1) conversations. You can read more about how the scale works here.

How it Works:

At 30 messages from the member, and then again at 100 message intervals (if it has been at least 7 days since the 30-message mark), members will see a modal that looks like this:

After the rating is submitted, both the member and the listener will see the results in their chat.

If you get a low score, remember: it is just data. It is not a grade, and it does not mean you failed as a listener in that conversation. It is simply a way for the member to let you know, in a less direct way, that they don’t feel quite understood yet. Mistakes are how we grow, so there is nothing to be ashamed of (check out my post: “We Are Not Our Mistakes”). You also have to take these ratings with a grain of salt. External factors can influence a survey - sometimes a member is just having an incredibly overwhelming day, or they may not have the words to explain exactly what felt off. Not every member will be able to give clear, helpful feedback, and that is okay. The goal is to stay open to what you can learn without taking every score personally. 

What do you do if you get a low score? (Adapted from here)

• Step 1: Reflect and Thank.

"I notice the score on [item] is lower today. I appreciate you being honest. Can you tell me more about that?"

Stay curious. Stay grounded. Do not defend, over-explain, or debate the number.

• Step 2: Get One Concrete Example.

Ask for a specific moment that didn't land. If they can't name it, offer gentle options: "Was it the pace? The focus? The depth?" Clarify whether the issue was the content of the chat or the way you were relating to each other.

If the member cannot explain it, you can still respond with care:

“Thank you for letting me know. I’m sorry it didn’t feel quite right today. I’ll keep this in mind and try to be more supportive moving forward.”

• Step 3: Collaborate on Adjustments.

Offer two small, testable changes moving forward. More structure? Slower pacing? A different focus? Confirm what success would look like for them, and let them know you'll check in on how they're feeling about it later.

• Step 4: Reflect with Support.

If a low score feels confusing, discouraging, or hard to understand, consider bringing it to a mentor on 7 Cups. A mentor can help you reflect on the conversation, look for possible growth points, and decide what you might try differently next time. You do not have to process the feedback alone. 

The therapeutic alliance - or what I’m calling the “Care Alliance” outside of a therapist relationship - happens with friends, family members, educators, and especially right here on 7 Cups!

Measuring this will help us better understand how the Care Alliance unfolds so we can - as individuals and a community - help people grow and heal.

Any and all questions are welcome! Please share below.

Update:

All, update! We just ran the first batch of SRS scores. Drumroll please! 

Max score is a 40 (you add all the scores). 36-40 is considered therapeutic levels / therapist parity. Right now, our listeners are scoring a 34.76, which is remarkable! The results will get more solid as more results come in, but this initial sample is significant. 

Job well done!!!

Score Averages