Testing the impact of the informativeness of reviews on attracting and retaining clients on a mental health platform

Last registered on January 02, 2024
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Pre-Trial

Trial Information

General Information

Title
Testing the impact of the informativeness of reviews on attracting and retaining clients on a mental health platform
RCT ID
AEARCTR-0012486
Initial registration date
December 21, 2023

Initial registration date is when the trial was registered.

It corresponds to when the registration was submitted to the Registry to be reviewed for publication.

First published
January 02, 2024, 10:50 AM EST

First published corresponds to when the trial was first made public on the Registry after being reviewed.

Locations

Country
Singapore
Region

Primary Investigator

Name
Guang Cheng
Affiliation
Contact Primary Investigator

Other Primary Investigator(s)

Additional Trial Information

Status
In development
Start date
2023-12-27
End date
2024-01-27
Keywords
Behavior, Firms & Productivity
Additional Keywords
JEL code(s)
Secondary IDs
Prior work
This trial does not extend or rely on any prior RCTs.
Abstract
In this project, we aim to analyze how the informativeness of reviews of therapists on an online mental health platform in Singapore affects therapists’ attractiveness and customers' learning process. We will randomize over customers. In particular, each customer will be assigned into either treatment group or control group. In treatment group, customers can view additional information of reviews generated by former customers, while customers in control group with only observe the review contents. Our outcomes variables include conversion rate, retention rate, and time spent on each therapist's page, number of therapists browsed by each customer in each conversion funnel. We anticipate that the additional information can help improve the overall conversion and help customers to better learn the therapists.
External Link(s)

Registration Citation

Citation
Cheng, Guang. 2024. "Testing the impact of the informativeness of reviews on attracting and retaining clients on a mental health platform." AEA RCT Registry. January 02. https://doi.org/10.1257/rct.12486-1.0
Sponsors & Partners
Experimental Details

Interventions

Intervention(s)
Intervention Start Date
2023-12-27
Intervention End Date
2024-01-27

Primary Outcomes

Primary Outcomes (end points)
The conversion rate of the customers, and the number of sessions per customer, the number of therapists browsed by customers in a conversion funnel, the time spent on each therapist's page
Primary Outcomes (explanation)

Secondary Outcomes

Secondary Outcomes (end points)
Secondary Outcomes (explanation)

Experimental Design

Experimental Design
We plan to add a second version of review display. The original version is simply showing the reviews and review date. We aim to add more information, i.e., the patients' issues, number of sessions the customer is with the therapist upon leaving the review. Once a customer enter the platform, he/she will be assigned into either treatment group or control group, and can see the corresponding version of review format.
Experimental Design Details
Randomization Method
randomization done in office by a computer
Randomization Unit
individual
Was the treatment clustered?
No

Experiment Characteristics

Sample size: planned number of clusters
600
Sample size: planned number of observations
600
Sample size (or number of clusters) by treatment arms
300 customers in control group and 300 customers in treatment group
Minimum detectable effect size for main outcomes (accounting for sample design and clustering)
Supporting Documents and Materials
IRB

Institutional Review Boards (IRBs)

IRB Name
National University of Singapore
IRB Approval Date
2023-11-23
IRB Approval Number
BIZ-AO-23-1121
Analysis Plan

Post-Trial

Post Trial Information

Study Withdrawal

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Intervention

Is the intervention completed?
No
Data Collection Complete
Data Publication

Data Publication

Is public data available?
No

Program Files

Program Files
Reports, Papers & Other Materials

Relevant Paper(s)

Reports & Other Materials