What 398 Clients Told Us About Therapy at DiveThru

PUBLISHED Aug 1st, 2025 & UPDATED ON Aug 1st, 2025

If you’re thinking about starting therapy, you’ve probably asked yourself: Is therapy actually helpful?

And if you’ve stumbled across DiveThru, maybe the next question is: Is therapy at DiveThru good?

You’re not alone—we’d ask the same thing, too.

That’s why, in early 2025, we invited all of our clients to share their DiveThru experience through a voluntary, anonymous survey. A total of 398 past and current clients responded, offering honest insight into what it’s like to come to DiveThru for therapy.

This initiative was part of our ongoing commitment to improving care. We wanted to understand what’s working, what’s not, and how we can continue to evolve therapy at DiveThru to meet people where they are.

Here’s what clients are saying:

What We Learned From Our DiveThru Client Survey

Our voluntary, anonymous client survey gave valuable insight into who we’re serving and how our services are resonating. Overall, the results suggest that our therapy approach, grounded in warmth, accessibility, and clinical quality, is making a difference. Here are key takeaways:

1. Over One Third of DiveThru Clients Are Trying Therapy for the First Time

37% of DiveThru clients shared that this was their very first experience with therapy. That stat means the world to us, because stigma and uncertainty still prevent far too many people from getting the mental health support they deserve. In fact, nearly 40% of Canadians say they wouldn’t tell anyone if they were struggling with mental health.

At DiveThru, we’ve made it our mission to change that. By simplifying access, removing clinical jargon, and designing warm, welcoming studios, we’re helping more people take that powerful first step. Whether it’s your first time or your fifth therapist, our care model meets you with compassion, not confusion.

For us, this stat is proof that a more approachable, stigma-free therapy experience matters.

2. Our Therapist Matching Tool Makes It Easier to Find the Right Fit

Finding a therapist can feel like guesswork—scrolling through endless profiles, deciphering credentials, and hoping it clicks. That might be why 70% of DiveThru clients chose to use our therapist matching tool. Our team can also work with individuals to help them find a fit. Overall, 86% of our clients said they found a therapist who was a good fit.

We built this tool to simplify what’s often the hardest part of starting therapy: choosing who to talk to. Instead of tossing you a list and leaving you to it, our matching survey guides you through what matters: your goals, preferences, communication style, and more. Then, it connects you with therapists who align with your needs.

Importantly, it’s not a cold algorithm that picks for you. It’s a supportive starting point, empowering you to make an informed choice with confidence. Because the right match isn’t just a nice-to-have—it’s foundational. Research shows that a strong therapeutic relationship is one of the biggest predictors of successful outcomes in therapy.

At DiveThru, we believe finding your therapist shouldn’t be a barrier—it should be the beginning of feeling seen, supported, and understood.

3. The Stronger the Connection, the Greater the Impact

The quality of the relationship between a therapist and client has long been recognized as one of the most important factors in successful therapy. That held true in our own data, too.

In our latest survey, 89% of clients said they felt understood by their therapist, and 92% said they felt their therapist genuinely cared for their well-being. In addition, our analysis showed that clients who felt understood, supported, and aligned with their therapist consistently rated sessions as more helpful. These numbers reflect more than satisfaction—they reflect trust, safety, and connection.

For us, this reinforces what we already know: when people feel seen, supported, and respected, therapy works better. It’s not just about what’s said in the session—it’s about how the person across from you makes you feel.

4. The DiveThru Experience Makes Accessing Therapy Easier

Starting therapy can be a vulnerable step, and clunky systems, confusing options, or long waitlists often make it harder. That’s why we built DiveThru to be different. From finding the right therapist to booking your first session, our entire model is designed to be smooth, simple, and supportive.

According to our latest client survey, 93% of clients said the process of selecting their therapist, booking, and attending sessions was easy and accessible. And there’s more: our analysis showed that the easier clients found the process, the more helpful they found their therapy overall.

At DiveThru, we understand that therapy itself may be challenging in all the right ways, but we firmly believe that accessing care shouldn’t be. DiveThru’s intentionally designed experience—from our tech to our studios to our intake process—helps remove friction so clients can focus on healing, not logistics.

5. 96% of Clients Feel Welcomed and Comfortable at DiveThru

When we asked clients about their experience, 96% said they felt welcomed and comfortable in our spaces and by our team.

We believe that your therapy experience begins before the first session—it starts when you first consider going to therapy. And every moment leading up until you’re sitting in the waiting room, waiting for your first session to start. These moments shape how safe someone feels opening up.

We don’t get everything right, but we try to be intentional and think through every detail. Whether it’s a phone call with our admin team, a virtual session, or sitting in the waiting room, we believe feeling at ease shouldn’t be a luxury in mental health care—it should be the baseline.

This client feedback reminds us to keep paying attention to the little things. Because they’re not little for the person experiencing them.

6. Therapy Makes a Difference

Therapy isn’t always a lightbulb moment. Sometimes it’s small shifts, slow changes, or learning to sit with something a little differently than before. But over time, those sessions add up.

In our survey, 89% of DiveThru clients said therapy supported their well-being, and 77% reported noticing positive changes since starting therapy.

We also found something else: the more sessions clients attended, the more likely they were to report meaningful impact. That steady progress reflects research showing that therapy tends to become more effective over time.

What We Heard From Clients

Alongside the numbers, we asked clients to tell us—in their own words—what stood out about their experience at DiveThru, and where we could do better. Their feedback gave us honest insight into what’s working and what still needs attention.

What Clients Valued

Many clients shared that they chose DiveThru for our easy booking, inclusive environment, and reduced rate options that helped make therapy more accessible.

Across responses, they consistently highlighted:

• A strong connection with their therapist
• The welcoming feel of our Studio spaces
• How easy our app and platform were to use
• Thoughtful design details that made the experience feel cared for
  

We’re grateful to know that these elements are making a difference—and we’ll continue to build on them.

What Clients Want Us to Improve

Clients also shared feedback on what could be better. A few common themes stood out:

• Greater affordability
• Smoother transitions when switching therapists
• Improved comfort in a few rooms
• Some tech upgrades to the platform
• Clearer communication around policies
  

These suggestions matter to us. Some changes are already underway, like clarifying policies and enhancing how we support therapist switches. Others will take time, but they’re on our radar. Feedback like this helps us evolve our client-centred approach with care and intention.

Why This Feedback Matters

Because counselling organizations like ours are ethically restricted from soliciting client reviews, we can’t rely on testimonials or star ratings to tell our story. Instead, we follow professional practice guidelines by collecting and listening to aggregated client feedback to understand how DiveThru therapy is experienced—and how we can keep improving.

It’s not always easy to hear where we fall short, but it’s necessary. And we’re grateful to every client who took the time to share their experience, honestly and generously.

Have Feedback About Your DiveThru Experience?

At DiveThru, we’re all for improving our approach to better client care and experience. If you have feedback to share, whether it’s positive or constructive, we want to hear it. Clients can speak directly with their therapist or contact our team at (866) 658-0566 or hello@divethru.com.

If you’re a clinician curious about our model, you’re always welcome to connect with our Director of Clinical Innovation, Dr. Lily Le, R. Psych, by emailing lily@divethru.com. We’re committed to learning, listening, and continuing to evolve in supporting our community.

Thank You for Shaping the DiveThru Experience

Hearing from nearly 400 folks shows us that DiveThru’s goal of creating mental health support, designed with you in mind, is resonating. We’re committed to building inclusive, comfortable therapy environments that deliver quality care and make it easier to start your mental health journey through tech-enabled, easy-to-access tools.

We’re always looking for ways to improve DiveThru and ensure it remains a supportive space for everyone who needs it. Because our clients’ experience matters most, and we’re here to support them every step of the way. We’re incredibly grateful to every client who took the time to share their experience; your feedback truly helps us improve DiveThru for you and future clients.

Whether you’re searching for a DiveThru review, a DiveThru therapist review, or simply trying to determine if we are the right fit, we hope these results provide you with the insight and reassurance you need.

This voluntary and anonymous feedback was also submitted to Alberta Innovates’ Accelerating Innovations into CarE (AICE) program, which supports teams exploring new approaches to health service delivery.

Curious about exploring therapy?  Find your ideal therapist with our matching tool today! 

DiveThru offers in-person counselling in Edmonton and the surrounding area at our Whyte Ave Studio, Windermere Studio, Central Studio, and St. Albert Studio. We also provide virtual therapy and online counselling across Alberta, British Columbia, and Ontario.

Read More: Common Therapy Concerns, Therapy FAQs,