At a glance
$70k
Retained + incremental revenue
$-1187187 vs Q2
Target $950k–1.05M
86.5%
Response time SLA
Target 80–85%
$56k
Retained revenue
$-937723 vs Q2
$14k
Sales gross revenue
Target $300–350k
3.1%
Lead to close
Target 1.6–1.75%
76.5%
CV Meds spent %
Target 65%
54.4%
First rebill
Target 75%
32.4%
Second rebill
Target 50%
90.3%
Shipping SLA %
Target 75%
15.5%
Cohort refund rate
Target ≤15%
4.46
Blended reputation
Target 4.5–4.6 · 192 reviews
$8.77
Total cost per contact
COGS + S&M ÷ contacts QTD
$9.00
Revenue per contact
Q3 QTD revenue ÷ total contacts Q3 QTD
$184k
Revenue per FH FTE
Run-rate (QTD rev ÷ days × 90) ÷ 7 FTEs · Target $172k/qtr
Detail
| Area | Metric | Q3 QTD | Q2 Final |
| Sales | Gross revenue | $14k | $264k |
| Sales | Lead to close | 3.1% | 1.6% |
| Retention | Retained revenue | $56k | $994k |
| Retention | First rebill | 54.4% | 41.3% |
| Partnerships | CV Meds spent % | 76.5% | 76.3% |
| Partnerships | Alto SLA | 90.3% | 71.3% |
| Customer service | Cohort refund | 15.5% | 25.6% |
| Customer service | Cohort voided | 20.5% | 14.1% |
| Customer service | Response SLA | 86.5% | 85.6% |
| Customer service | Blended reputation | 4.46 | 4.37 |
Initiative highlights v2
The team is off to a fast Q3 start. Sales is deploying a new checkout link generator by 7/8 — eliminating the manual Google Sheet dependency — while Phase 2 of the aged leads process (7-day window) goes live next week. Retention is expanding cross-training to all Tier 1 CCR agents with the full retention methodology. On partnerships, the Amazon Pharmacy Finance meeting is complete and FH moves to contract negotiations, with Functional Requirements scoped for the 7/15 Product meeting.
Heroes
$56k
Retained revenue QTD
$-937723 vs Q2
54.4%
First rebill retention
Target 75%
32.4%
Second rebill
Target 50%
3.4%
Save %
Saved ÷ Cancel-reason tickets
$3.77
S&M cost per contact
S&M spend ÷ contacts QTD
Initiative updates
Tier 1 CCR Cross-Training on Retention
All Tier 1 agents will be cross-trained on the specialized retention methodology, expanding the team's toolbox to improve retention rates.
Rae Sykes · Jul 7
Detail metrics
| Metric | Q3 QTD | Q2 | Target |
|---|
| Retained revenue | $56k | $994k | $650–700k |
| Customers saved | 11 | 523 | — |
| Avg revenue per save | $5k | $2k | — |
| Save % | 3.4% | 7.5% | Evolving |
| ↳ Cancel-reason tickets QTD | 325 | 7,010 | — |
| First rebill retention | 54.4% | 41.3% | 55% |
| Second rebill retention | 32.4% | 20.3% | 50% |
Save rate trend (weekly, YTD)
Weekly save rate trend will appear here once the retained revenue CSV
(WBR - Retained Revenue) has been processed with the updated parse script.
Recurring revenue waterfall — by save cohort
Each row is a cohort of customers saved in that month. Each column is a billing month. Values show estimated revenue collected in that period, distributed proportionally across each billing date. Blue columns = Q2 2026.
| Save Cohort |
# |
Oct '24 |
Nov '24 |
Dec '24 |
Jan '25 |
Feb '25 |
Mar '25 |
Apr '25 |
May '25 |
Jun '25 |
Jul '25 |
Aug '25 |
Sep '25 |
Oct '25 |
Nov '25 |
Dec '25 |
Jan '26 |
Feb '26 |
Mar '26 |
Apr '26 |
May '26 |
Jun '26 |
Jul '26 |
| Oct '24 | | $69k | $75k | $57k | $49k | $44k | $34k | $31k | $28k | $27k | $25k | $21k | $18k | $17k | $14k | $16k | $12k | $10k | $9k | $8k | $9k | $8k | $1k |
| Nov '24 | | | $132k | $112k | $94k | $78k | $71k | $54k | $53k | $44k | $39k | $34k | $34k | $28k | $25k | $21k | $20k | $16k | $15k | $13k | $12k | $10k | $4k |
| Dec '24 | | | | $87k | $84k | $64k | $52k | $42k | $31k | $27k | $23k | $22k | $20k | $18k | $16k | $16k | $13k | $9k | $8k | $8k | $7k | $6k | $1k |
| Jan '25 | | | | | $104k | $94k | $74k | $58k | $46k | $42k | $34k | $32k | $28k | $24k | $23k | $20k | $22k | $16k | $15k | $14k | $12k | $11k | $4k |
| Feb '25 | | | | | | $80k | $85k | $72k | $59k | $47k | $39k | $34k | $29k | $27k | $25k | $21k | $19k | $16k | $14k | $11k | $9k | $9k | $1k |
| Mar '25 | | | | | | | $86k | $96k | $82k | $66k | $57k | $49k | $44k | $38k | $33k | $29k | $27k | $22k | $23k | $17k | $15k | $16k | $2k |
| Apr '25 | | | | | | | | $81k | $84k | $67k | $54k | $48k | $37k | $29k | $25k | $24k | $19k | $16k | $15k | $13k | $10k | $8k | $1k |
| May '25 | | | | | | | | | $68k | $71k | $62k | $46k | $37k | $34k | $28k | $23k | $22k | $19k | $17k | $13k | $10k | $8k | $2k |
| Jun '25 | | | | | | | | | | $55k | $74k | $60k | $48k | $38k | $33k | $25k | $20k | $18k | $15k | $13k | $13k | $10k | $3k |
| Jul '25 | | | | | | | | | | | $100k | $130k | $100k | $86k | $70k | $55k | $44k | $35k | $31k | $28k | $23k | $21k | $5k |
| Aug '25 | | | | | | | | | | | | $111k | $151k | $119k | $93k | $74k | $50k | $40k | $37k | $29k | $25k | $23k | $4k |
| Sep '25 | | | | | | | | | | | | | $91k | $102k | $83k | $67k | $52k | $38k | $28k | $27k | $25k | $21k | $3k |
| Oct '25 | | | | | | | | | | | | | | $59k | $64k | $60k | $43k | $37k | $29k | $26k | $20k | $17k | $3k |
| Nov '25 | | | | | | | | | | | | | | | $37k | $50k | $48k | $34k | $30k | $28k | $21k | $17k | $3k |
| Dec '25 | | | | | | | | | | | | | | | | $24k | $28k | $24k | $20k | $17k | $14k | $15k | $2k |
| Jan '26 | | | | | | | | | | | | | | | | | $22k | $31k | $28k | $24k | $23k | $19k | $4k |
| Feb '26 | | | | | | | | | | | | | | | | | | $22k | $40k | $36k | $28k | $21k | $6k |
| Mar '26 | | | | | | | | | | | | | | | | | | | $19k | $29k | $22k | $18k | $2k |
| Apr '26 | | | | | | | | | | | | | | | | | | | | $21k | $22k | $18k | $3k |
| May '26 | | | | | | | | | | | | | | | | | | | | | $7k | $13k | $3k |
| Jun '26 | | | | | | | | | | | | | | | | | | | | | | $5k | $2k |
| Jul '26 | | | | | | | | | | | | | | | | | | | | | | | |
| Total |
$69k | $207k | $256k | $331k | $360k | $401k | $435k | $450k | $446k | $506k | $587k | $637k | $621k | $571k | $525k | $461k | $405k | $391k | $374k | $326k | $293k | $56k |
Low revenue High revenue Before save date