CX & Partnerships Weekly Update — Actuals through Jul 24, 2026

At a glance

Net ROAS

$16.89

Revenue per lead

Target $8.50–$12.00/lead

199% of target

3.5%

Lead to close

Target 1.6–1.75%

219% of target

13.7%

Cohort voided rate

Evolving

Noteworthy metric drivers

●Cohort voided rateAction: Baseline action plan to reduce short term voids with Product & Marketing · Owner: Thomas

Lifetime Value

$47.00

Avg revenue per save

30 saves Q3 QTD · Rebills accumulating

2.4%

Save rate

Saved ÷ Cancel-reason tickets

12% of target

86.5%

Meds spent

Target 65%

133% of target

4.22

Blended reputation

Target 4.5–4.6 · 72 reviews

73.6%

Month 0→1 retention

Target 75%

98% of target

60.5%

Month 0→2 retention

Target 60%

101% of target

Noteworthy metric drivers

●Avg revenue per saveAction: Baseline with changes to retention team · Owner: Josh

●Save rateAction: Training for Cebu to cover retention completed week of July 13th; targeting improvement in output over four weeks with parity by August 17th. Training week of July 27th to reinforce multi-month bundles as a retention offering. · Owner: Josh / Rae

●Blended reputationAction: Designing expansion of rating offerings with Product for post-async consult and dynamically targeting desired rating site. · Owner: Rae

●Month 0→1 retentionAction: Expanding retention program efficiency & partnering with Product. · Owner: Josh / Rae

Operations

82.5%

Response time SLA

Target 80–85%

103% of target

125.8%

% of BPO costs covered

Target >100%

126% of target

$7.41

Cost per contact

$9.33

Revenue per contact

$152k

Ops revenue per FH FTE

Target $187.5k/qtr

81% of target

Noteworthy metric drivers

→Cost per contactEvolving — cost per contact benchmarks establishing in Q3

→Revenue per contactEvolving — revenue per contact builds as Q3 sales and retention ramp

●Ops revenue per FH FTEAction: Expanding retention program while realizing BPO reductions. · Owner: Thomas

Cohort & maturity-window logic

Metric	Cohort / maturity logic	Q3 QTD date range represented
Avg revenue per save	Revenue in current quarter from customers saved in Q3, which will take most of the quarter to fully mature.	7/1/26–7/25/26
Cohort refund %	Cohort's 30-day settle point (start date + 30 days) falls in Q3 QTD — the cohort itself may have started in Q2.	6/1/26–6/25/26
Cohort voided %	Same window as Cohort refund % — cohort's 30-day settle point falls in Q3 QTD.	6/1/26–6/25/26
Month 0→1 retention	Cohort's 1-month checkpoint (start date + 1 month) falls in Q3 QTD — the cohort itself may have started in Q2.	6/1/26–6/25/26
Month 0→2 retention	Cohort's 2-month checkpoint (start date + 2 months) falls in Q3 QTD — the cohort itself may have started in Q2.	5/1/26–5/25/26
CV Meds spent %	Transaction date falls in Q3 QTD and is 7+ days old (evolving period — prescriptions can still come in after the initial transaction).	7/1/26–7/18/26
Meds Shipped %	Order creation date falls in Q3 QTD and is 5+ days old (time for the ship-SLA window to elapse).	7/1/26–7/20/26
Meds Delivered %	Order creation date falls in Q3 QTD and is 7+ days old (time for the delivery-SLA window to elapse).	7/1/26–7/18/26

Detail

Area	Metric	Q3 QTD	Q2 Final	Target
Sales	Revenue per lead	$16.89	$4.11	$8.50–$12.00
Sales	Gross revenue	$90k	$265k	Evolving
Sales	Lead to close	3.5%	1.6%	1.6–1.75%
Retention	Retained revenue	$199k	$975k	Evolving
Partnerships	CV Meds spent %	86.5%	81.9%	65%
Partnerships	Alto SLA	97.1%	89.3%	75%
Customer service	Cohort refund	15.0%	19.5%	≤15%
Customer service	Cohort voided	13.7%	19.1%	Evolving
Customer service	Response SLA	82.5%	0.9%	80–85%
Customer service	Blended reputation	4.22	4.45	4.5–4.6
Economics	Incremental + retained revenue	$289k	$1.24M	—
Economics	COGS	$121k	$693k	—
Economics	Sales & Marketing	$109k	$540k	—
Economics	% of BPO costs covered	125.8%	100.6%	>100%

Data Callout

With the launch of aged lead process, lead contact numbers are being inflated, which overstates coverage rate and understates contact rate. The Operations team is putting together a process in Zendesk to ensure we can report on distinct leads versus distinct contact requests which will correct these metrics.

Heroes

$16.89

Revenue per lead

Target $8.50–$12.00/lead

199% of target

3.5%

Lead to close

Target 1.6–1.75%

219% of target

282.7%

Coverage rate

Target 100%

283% of target

6.0%

Contact rate

Target 6–8%

100% of target

$3.52

Sales & Mktg cost per contact

Noteworthy metric drivers

●Contact rateAction: Resolve data discrepancies by cutting data source over to new Zendesk ticket data - to complete this week · Owner: Rae

Initiative updates

Time to First Contact

Initial tracking since launch of automated lead delivery on July 13th is a median contact time of 20 minutes.

1. Adding state detail to prioritize routing tickets based on time zone · ETA: End of week of July 27th · Owner: Rae

2. Adjust shifts to expand sales rep coverage to 12:00 AM ET / 9:00 PM PT to cover last two hours of contact window for west coast · ETA: Week of August 10th · Owner: Josh

Expand Proactive Upsells

Aligning with launch of titration bundles, Sales will proactively reach out to renewing monthly customers to pitch shift to multi-month bundles.

1. Develop lead list AI skill and soft launch test calls · ETA: Week of June 20th · Owner: Thomas

2. Expand to all titrating customers when new bundles are launched · ETA: Week of August 3rd (tentative, Product-depending) · Owner: Josh / Rae

Detail metrics

Metric	Q3 QTD	Q2	Target
Revenue per lead	$16.89	$4.11	$8.50–$12.00
Gross revenue	$90k	$265k	Evolving
Lead to close	3.5%	1.6%	1.6–1.75%
Coverage rate	282.7%	121.1%	100%
Conversion rate	60.8%	26.2%	27–29%
Contact rate	6.0%	5.0%	6–8%
AOV	$404	$261	—
Lead volume	5,323	64,451	—

Monthly revenue (2026 YTD)

Gross Revenue — monthly waterfall ($k) * Jul partial (Q3 QTD)

Weekly trends (YTD)

Revenue per Lead ($) normalized to $300 AOV · target $8.50–$12.00

Gross Revenue ($k)

Lead to Close (%)

Contact Rate (%)

Q3 gross revenue pacing

Q3 cumulative vs. goal pacing (target $300k by Sep 30)

Q3 lead volume vs Q2 daily pace

Q2 pace: ~65,159 leads EOQ at 708/day · Q3 YTD: 5,323 leads

Outreach timing & contact types

How We Follow Up: Outreach Timing & Contact Types

Every lead moves through five timed stages of outbound contact — and can reach us directly at any point along the way

STAGE 1

Day 1

PRE SMS

▼

CALL

▼

POST SMS

▼

4 touches

Opening & discovery, plus
email to purchase now

STAGE 2

Days 3–5

CALL

▼

SMS

2 touches

Pivot to program value
(nutrition, fitness, clinician access)

STAGE 3

Days 6–14

VOICEMAIL

▼

SMS

2 touches

Re-spark the prospect's
personal health goals

STAGE 4

Days 15–21

VOICEMAIL

▼

SMS

2 touches

Low-pressure check-in,
acknowledging the time gap

STAGE 5

Day 22+

SMS

1 touch

Permission-to-close:
respectful sign-off

prospect can respond, call, or self-schedule at any of these points

REACHABLE THE ENTIRE TIME

The post-lead PDF and every transactional email include a schedule-a-call link and our sales phone number — so a prospect can book time or call in on their own schedule, independent of where they sit in the stages above.
As part of Stage 1, we also send every customer a distinct purchase link for 3-month bundles, giving them a direct path to buy without waiting for a call.

SCHEDULE-A-CALL LINK

SALES PHONE NUMBER

3-MONTH BUNDLE PURCHASE LINK (STAGE 1)

FuturHealth · Sales & Lead Strategy Overview · 2026

Heroes

$47.00

Avg revenue per save

30 saves Q3 QTD · Rebills accumulating

2.4%

Save %

Saved ÷ Cancel-reason tickets

12% of target

$3.52

Sales & Mktg cost per contact

Noteworthy metric drivers

No updates this week. Post in #cx-partnerships-lt starting with [Retention] to add one here.

Detail metrics

Metric	Q3 QTD	Q2	Target
Retained revenue	$199k	$975k	Evolving
Customers saved	30	522	—
Avg revenue per save (within-quarter)	$47.00	$159.00	—
Save %	2.4%	7.0%	Evolving
↳ Cancel-reason tickets QTD	1,264	7,458	—

Save rate trend (weekly, YTD)

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	$75k	$77k	$54k	$50k	$41k	$34k	$31k	$29k	$27k	$27k	$20k	$18k	$17k	$13k	$15k	$12k	$10k	$9k	$8k	$8k	$7k	$6k
Nov '24		$148k	$114k	$95k	$73k	$71k	$53k	$54k	$40k	$38k	$34k	$33k	$28k	$25k	$21k	$18k	$15k	$14k	$12k	$12k	$9k	$6k
Dec '24			$93k	$83k	$63k	$50k	$42k	$30k	$27k	$24k	$22k	$19k	$19k	$17k	$16k	$12k	$9k	$7k	$8k	$7k	$6k	$3k
Jan '25				$115k	$89k	$75k	$57k	$46k	$37k	$34k	$30k	$27k	$26k	$25k	$20k	$23k	$15k	$14k	$13k	$12k	$11k	$8k
Feb '25					$84k	$86k	$70k	$58k	$48k	$41k	$34k	$30k	$27k	$25k	$21k	$19k	$14k	$13k	$10k	$9k	$8k	$5k
Mar '25						$89k	$98k	$81k	$69k	$58k	$50k	$44k	$36k	$31k	$29k	$27k	$20k	$22k	$17k	$14k	$15k	$11k
Apr '25							$86k	$83k	$67k	$56k	$49k	$34k	$29k	$24k	$23k	$18k	$15k	$15k	$13k	$9k	$9k	$5k
May '25								$72k	$70k	$64k	$47k	$36k	$34k	$27k	$22k	$21k	$18k	$17k	$13k	$9k	$8k	$6k
Jun '25									$53k	$77k	$59k	$48k	$38k	$31k	$24k	$20k	$18k	$15k	$13k	$13k	$10k	$6k
Jul '25										$103k	$135k	$99k	$87k	$67k	$54k	$43k	$33k	$29k	$28k	$24k	$22k	$12k
Aug '25											$113k	$155k	$123k	$92k	$74k	$49k	$39k	$37k	$29k	$23k	$22k	$13k
Sep '25												$91k	$103k	$81k	$70k	$51k	$38k	$28k	$26k	$26k	$20k	$16k
Oct '25													$58k	$64k	$61k	$41k	$38k	$31k	$26k	$18k	$18k	$10k
Nov '25														$37k	$50k	$49k	$33k	$30k	$26k	$21k	$16k	$14k
Dec '25															$24k	$27k	$23k	$20k	$17k	$14k	$16k	$7k
Jan '26																$19k	$32k	$28k	$26k	$23k	$18k	$14k
Feb '26																	$21k	$43k	$35k	$29k	$20k	$21k
Mar '26																		$18k	$29k	$21k	$18k	$12k
Apr '26																			$24k	$20k	$16k	$11k
May '26																				$7k	$12k	$8k
Jun '26																					$5k	$5k
Jul '26																						$2k
Total	$75k	$225k	$261k	$344k	$350k	$403k	$437k	$452k	$439k	$522k	$593k	$633k	$626k	$558k	$524k	$451k	$390k	$391k	$373k	$318k	$285k	$199k

Low revenue High revenue Before save date

Q3 retained revenue pacing

Q3 cumulative vs. goal pacing (target $650k by Sep 30)

Q3 cancel-reason ticket volume vs Q2 cumulative pace

Q2 full quarter: 7,460 cancel-reason tickets · Q3 YTD: 1,264

Subscription retention (weekly, last 12 cohort weeks)

Evolving cohorts (<30 days past checkpoint — retention rate still developing)

Month 0→1 retention

Month 0→2 retention

Heroes

78.3%

Blended meds spent %

Target 65–70% · CV + OpenLoop + SteadyMD, volume-weighted

86.5%

CV Meds spent %

Target 65%

97.1%

Shipping SLA %

Target 75%

95.6%

Meds Shipped %

Target 95%

80.6%

Meds Delivered %

Target 90%

Noteworthy metric drivers

●Meds Delivered %Action: Confirming data integrity with recent Alto data payload updates · Owner: Emily

No updates this week. Post in #cx-partnerships-lt starting with [Partnerships] to add one here.

Combined meds spent % (weekly, all MSOs, last 12 weeks)

Evolving weeks (<7 days past week end — prescriptions still coming in)

CV Meds spent % (weekly, last 12 weeks)

Evolving weeks (<7 days past week end — prescriptions still coming in)

Alto pharmacy shipped % (weekly, ≤5 days, last 12 weeks)

Evolving weeks (<5 days past week end — ship-SLA window still open)

Alto pharmacy delivered % (weekly, ≤7 days, last 12 weeks)

Evolving weeks (<7 days past week end — delivery-SLA window still open)

Detail metrics

MSO / Area	Metric	Q3 QTD	Q2	Target
CAREVALIDATE
CareValidate	Meds spent	86.5%	81.9%	65–70%
	Account creation	95.4%	89.7%	95%+
	Cohort refund	12.1%	15.8%	≤15%
	Cohort voided	14.1%	19.5%	—
	↳ Settled revenue (this window)	$550.1k
	BBB complaints	0	1	—
	Month 0→1 retention	74.4%	74.5%	75%
	Month 0→2 retention	62.7%	56.7%	60%
OPENLOOP
OpenLoop	Meds spent	54.5%	64.8%	65–70%
	Account creation	100.0%	86.8%	95%+
	Cohort refund	51.6%	25.3%	≤15%
	Cohort voided	13.8%	12.1%	—
	↳ Settled revenue (this window)	$43.5k — small sample, directional only
	BBB complaints	0	14	—
	Month 0→1 retention	58.1%	62.9%	75%
	Month 0→2 retention	52.7%	42.7%	60%
STEADYMD
SteadyMD	Meds spent	57.4%	64.3%	65–70%
	Cohort refund	14.8%	20.2%	≤15%
	Cohort voided	9.4%	20.8%	—
	↳ Settled revenue (this window)	$55.2k — small sample, directional only
	BBB complaints	0	1	—
	Month 0→1 retention	69.7%	69.9%	75%
	Month 0→2 retention	49.8%	50.6%	60%
ALTO PHARMACY
Alto pharmacy	Shipping SLA % (≤3 days)	97.1%	89.3%	75%
	Meds Shipped % (≤5 days)	95.6%	98.3%	95%
	Meds Delivered % (≤7 days)	80.6%	90.0%	90%
	Orders canceled %	3.7%	6.6%	evolving
	By medication (SLA)			75%
	Ozempic (small n)	71.4%	41.5%	75%
	Wegovy Injectable	81.8%	87.7%	75%
	Wegovy Oral	86.6%	88.5%	75%
	Zepbound (small n)	0.0%	0.0%	75%

Heroes

$3.90

COGS per contact

82.5%

Blended SLA

Target 80–85%

15.0%

Cohort refund

Target ≤15%

13.7%

Cohort voided

Evolving

4.22

Blended reputation

4.5–4.6 range

Noteworthy metric drivers

●Blended reputationAction: Designing expansion of rating offerings with Product for post-async consult and dynamically targeting desired rating site. · Owner: Rae

Initiative updates

Accreditation application in progress; grade jumped C to A

Accreditation application to the BBB is in progress; letter grade has jumped from C to A as of July 20th since reinstatement of rating.

Thomas O'Rear · Jul 20

Metrics

Queue / Source	Metric	Q3 QTD	Q2	Target
VOLUME
Total contacts QTD		30,950	151,878	—
↳ Cancel-reason tickets QTD		1,264	7,458	—
Voice AI self-service rate		9.5%	0.1%	12–16%
CCR QUEUE
CCR	Phone SLA	86.9%	0.9%	80–85%
CCR	Chat SLA	86.2%	0.9%	80–85%
CCR	Email SLA	43.1%	0.8%	80–85%
CCR	Phone AHT	8.2 min	8.9 min	≤10 min
CCR	Chat AHT	201.7 min	236.1 min	≤30 min
CRA QUEUE
CRA	Phone SLA	94.4%	1.0%	80–85%
CRA	Chat SLA	87.3%	0.9%	80–85%
CRA	Email SLA	100.0%	1.0%	80–85%
CRA	Phone AHT	8.4 min	10.1 min	≤10 min
CRA	Chat AHT	444.9 min	219.8 min	≤30 min
REPUTATION
Blended (TP + FH+ App) (72 reviews)		4.22	4.45	4.5–4.6
Trustpilot (5 reviews)		3.00	4.07	—
FH+ Apple App Store (62 reviews)		4.45	4.59	—
FH+ Google Play Store (5 reviews)		2.60	4.15	—
Legacy Apple (deprecated) (14 reviews)		3.86	4.28	—
Legacy Google (deprecated) (1 reviews)		2.00	3.14	—
BBB complaints QTD		0	16	—
BBB rating		A-	Not Rated	C or above

Cohort refund & void rate (weekly, last 12 cohort weeks)

Evolving cohorts (<30 days old — refund/void rates still developing)

Cohort refund %

Cohort voided %

Rating volume trend (weekly, last 12 weeks)

Total number of ratings received per week (not average score) -- volume is a current area of focus.

Trustpilot

FH+ Apple App Store

FH+ Google Play Store

Data Callout

Q3 QTD status: On/above target Within 10% of target More than 10% below target Evolving / no target

Function	Metric	Tier	Q3 QTD	Q2 Final	Q3 Pacing	Target
Net ROASSales efficiency & acquisition return
Sales	Revenue per lead	HERO	$16.89	$4.11	—	$3
Sales	Lead to close	HERO	3.5%	1.6%	—	3%
Sales	Cohort void rate	HERO	13.7%	19.1%	—	—
Sales	Gross revenue QTD	detail	$90k	$265k	$331k	$650k
Sales	Coverage rate	detail	282.7%	121.1%	—	100%
Sales	Contact rate	detail	6.0%	5.0%	—	9%
Sales	Conversion rate	detail	60.8%	26.2%	—	26%
Sales	AOV	detail	$404	$261	—	—
Sales	Lead volume QTD	detail	5,323	64,451	19,588	—
Lifetime ValueRetention, clinical outcomes & reputation
Retention	Avg revenue per save	HERO	$47.00	$159.00	—	—
Retention	Save rate	HERO	2.4%	7.0%	—	20%
Clinical	CV meds prescribed %	HERO	86.5%	81.9%	—	65%
CX	Blended reputation	HERO	4.22	4.45	—	4.5–4.6
CX	BBB rating	detail	A-	Not Rated	—	C or above
Retention	Month 0→1 retention	HERO	73.6%	71.2%	—	75%
Retention	Month 0→2 retention	HERO	60.5%	49.1%	—	60%
Retention	Retained revenue QTD	detail	$199k	$975k	$731k	$700k
Retention	Customers saved QTD	detail	30	522	110	—
Retention	Cohort refund rate	detail	15.0%	19.5%	—	<15%
Clinical	Account creation (CV)	detail	95.4%	89.7%	—	95%
Clinical	Alto SLA (overall)	detail	97.1%	89.3%	—	75%
OperationsCX quality, throughput & unit economics
CX	Response SLA (blended)	HERO	82.5%	0.9%	—	80–85%
Economics	% of BPO costs covered	HERO	125.8%	100.6%	125.8%	>100%
Economics	Ops revenue per FH FTE	HERO	$152k	$177k	—	$187.5k
CX	Phone SLA (blended CCR+CRA)	detail	88.6%	0.9%	—	80–85%
CX	Chat SLA (blended CCR+CRA)	detail	86.5%	0.9%	—	80–85%
CX	Voice AI self-service rate	detail	9.5%	0.1%	—	12.2%
Economics	Cost per contact	detail	$7.41	—	$7.41	—
Economics	Revenue per contact	detail	$9.33	—	$9.33	—
Economics	COGS BPO spend	detail	$121k	$693k	—	—
Economics	Sales & Marketing BPO spend	detail	$109k	$540k	—	—

Q3 QTD data as of Jul 9 (25 days elapsed of 92). Q3 Pacing = QTD × (92 ÷ 25). For ratio metrics (BPO covered, cost/rev per contact), pacing equals QTD. Q2 phone/chat SLA uses simple average across CCR & CRA (no Q2 volume split available).

Available

SalesLive

Revenue per lead, lead-to-close, gross revenue pacing, weekly trends.

https://futurhealth-sales-dashboard.pages.dev/

Account RetentionLive

Retained revenue waterfall, save rate, cohort retention, saves by outcome.

https://futurhealth-retention-dashboard.pages.dev/

Customer ServiceLive

Frontline SLA and forecast-vs-actual volume/handle-time for CCR and CRA queues.

https://futurhealth-cx-dashboard.pages.dev/

Coming Soon

Clinical PartnershipsComing soon

Dashboard in development.