Consultee satisfaction in ending chats of an e-counseling service

Abstract

This study employs the tools of conversation analysis in order to assess consultee satisfaction in chat endings obtained from the e-counseling provided by the Youth Board of Cyprus. In order to study whether consultees are satisfied with the service they receive during the chat, an alternative approach of exploring consultee satisfaction to those that rely on self-report or questionnaires, which are methods that are external to the actual interactions, has been applied. Therefore, internal indications of consultees’ satisfaction, as displayed in the ways in which they express appreciation, or otherwise, during the closing stages of chats, is the preferred method. Indications of satisfaction, or otherwise, produced during the chat, through displays of appreciation, withholding appreciation or even exhibiting dissatisfaction, do help to inform chat-handlers about the extent to which they have satisfied consultees’ expectations. Internal indicators of consultee satisfaction are displayed in the closing stages of the e-counseling chats. The different expressions have consequences on how the chat ends, with satisfied consultees ending the chat with strong and enthusiastic expression of appreciation and with dissatisfied consultees expressing resistance in reaching termination.