Actuals through Aug 1, 2026 · Q3 2026 · FuturHealth
At a glance
Net ROAS
$18.48
Revenue per lead
Target $8.50–$12.00/lead
217% of target
4.0%
Lead to close
Target 1.6–1.75%
249% of target
12.6%
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
$20.00
Avg revenue per save
15 of 48 saves rebilling so far
2.2%
Save rate
Saved ÷ Cancel-reason tickets
11% of target
83.6%
Meds spent
Target 65%
129% of target
4.31
Blended reputation
Target 4.5–4.6 · 84 reviews
74.8%
Month 0→1 retention
Target 75%
100% of target
55.8%
Month 0→2 retention
Target 60%
93% 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
82.6%
Response time SLA
Target 80–85%
103% of target
88.1%
% of BPO costs covered
Target >100%
88% of target
$9.62
Cost per contact
$8.47
Revenue per contact
$108k
Ops revenue per FH FTE
Target $187.5k/qtr
58% 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
Detail
Area
Metric
Q3 QTD
Q2 Final
Target
Sales
Revenue per lead
$18.48
$4.11
$8.50–$12.00
Sales
Gross revenue
$125k
$265k
Evolving
Sales
Lead to close
4.0%
1.6%
1.6–1.75%
Retention
Retained revenue
$155k
$571k
Evolving
Partnerships
CV Meds spent %
83.6%
82.1%
65%
Partnerships
Alto SLA
96.1%
89.3%
75%
Customer service
Cohort refund
14.1%
19.9%
≤15%
Customer service
Cohort voided
12.6%
18.7%
Evolving
Customer service
Response SLA
82.6%
0.9%
80–85%
Customer service
Blended reputation
4.31
4.45
4.5–4.6
Economics
Incremental + retained revenue
$280k
$836k
—
Economics
COGS
$167k
$693k
—
Economics
Sales & Marketing
$151k
$540k
—
Economics
% of BPO costs covered
88.1%
67.8%
>100%
Heroes
$18.48
Revenue per lead
Target $8.50–$12.00/lead
217% of target
4.0%
Lead to close
Target 1.6–1.75%
249% of target
297.1%
Coverage rate
Target 100%
297% of target
6.5%
Contact rate
Target 6–8%
108% of target
$4.56
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
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
▼
EMAIL
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
$20.00
Avg revenue per save
15 of 48 saves rebilling so far
2.2%
Save %
Saved ÷ Cancel-reason tickets
11% of target
$4.56
Sales & Mktg cost per contact
Noteworthy metric drivers
●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
Initiative updates
Ongoing Retention Huddles
Action: Refresher training underway on Retention framework with all Cebu teams this week. Owner: Josh
Aug 3
Detail metrics
Metric
Q3 QTD
Q2
Target
Retained revenue
$155k
$571k
Evolving
Customers saved
40
1606
—
Avg revenue per save (per rebilling save, within-quarter)
$20.00
$203.00
—
↳ Saves this quarter with a rebill
15 of 48
164 of 523
—
↳ Total rebill revenue from in-quarter saves
$302
$33k
—
Save %
2.2%
21.5%
Evolving
↳ Cancel-reason tickets QTD
1,780
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
Aug '26
Oct '24
1566
$95k
$52k
$40k
$39k
$33k
$27k
$26k
$23k
$22k
$22k
$17k
$15k
$15k
$11k
$13k
$11k
$8k
$8k
$7k
$7k
$6k
$6k
$31
Nov '24
1769
$153k
$80k
$72k
$56k
$54k
$43k
$44k
$33k
$32k
$28k
$27k
$24k
$21k
$17k
$15k
$13k
$12k
$11k
$11k
$8k
$8k
$217
Dec '24
1069
$93k
$52k
$43k
$35k
$32k
$22k
$21k
$19k
$18k
$15k
$16k
$14k
$13k
$10k
$7k
$6k
$6k
$6k
$5k
$4k
$1k
Jan '25
1051
$113k
$58k
$53k
$42k
$35k
$29k
$28k
$24k
$22k
$21k
$20k
$16k
$19k
$13k
$12k
$11k
$10k
$9k
$9k
$1k
Feb '25
841
$84k
$54k
$47k
$39k
$33k
$28k
$25k
$23k
$20k
$19k
$16k
$15k
$11k
$10k
$7k
$7k
$6k
$5k
$1k
Mar '25
904
$95k
$63k
$55k
$49k
$42k
$36k
$32k
$26k
$23k
$21k
$20k
$15k
$17k
$13k
$10k
$11k
$11k
$374
Apr '25
960
$94k
$53k
$45k
$39k
$35k
$25k
$22k
$19k
$17k
$14k
$12k
$11k
$10k
$7k
$7k
$5k
$1k
May '25
831
$68k
$41k
$42k
$32k
$25k
$23k
$19k
$16k
$15k
$13k
$12k
$9k
$7k
$6k
$5k
$1k
Jun '25
739
$53k
$42k
$35k
$31k
$26k
$21k
$17k
$13k
$13k
$11k
$9k
$9k
$7k
$5k
$352
Jul '25
1326
$107k
$81k
$64k
$56k
$46k
$37k
$29k
$22k
$21k
$20k
$16k
$16k
$12k
$1k
Aug '25
1354
$124k
$94k
$79k
$60k
$49k
$34k
$27k
$26k
$21k
$16k
$15k
$13k
$498
Sep '25
947
$73k
$53k
$45k
$41k
$29k
$22k
$16k
$16k
$16k
$11k
$13k
$463
Oct '25
651
$38k
$28k
$27k
$20k
$18k
$15k
$14k
$10k
$10k
$7k
$390
Nov '25
414
$24k
$19k
$21k
$15k
$14k
$12k
$10k
$8k
$9k
$1k
Dec '25
423
$13k
$10k
$9k
$9k
$7k
$6k
$6k
$4k
$360
Jan '26
549
$12k
$11k
$10k
$9k
$8k
$7k
$6k
$268
Feb '26
565
$14k
$15k
$13k
$11k
$8k
$10k
$311
Mar '26
401
$12k
$11k
$10k
$7k
$6k
$383
Apr '26
336
$10k
$7k
$6k
$4k
$1k
May '26
126
$3k
$2k
$2k
$37
Jun '26
61
$1k
$1k
Jul '26
47
$292
$7
Aug '26
1
$5
Total
$289k
$380k
$386k
$465k
$426k
$465k
$497k
$472k
$485k
$592k
$616k
$541k
$484k
$409k
$365k
$309k
$257k
$247k
$220k
$187k
$164k
$146k
$9k
Low revenueHigh revenueBefore 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: 7,462 cancel-reason tickets · Q3 YTD: 1,780
Subscription retention (weekly, last 12 cohort weeks)
Evolving cohorts (<30 days past checkpoint — retention rate still developing)
●Meds Delivered %Action: Confirming data integrity with recent Alto data payload updates ·Owner: Emily
Initiative updates
Medicare Coverage
Action: Providing a framework to Amazon on what data we can provide to them to facilitate prior authorization submission. Owner: Emily M.
Action: Finalize process with Alto for their submission of prior authorization as an alternative to Amazon. Owner: Emily M.
Action: Design collection of $50 co-pay by FH to then pass along to either Alto or Amazon. Owner: Emily M. / Kate
Aug 3
SteadyMD Sunset
Action: Designing operations plan to transition existing customers with Product and Engineering by August 4th. Owner: Thomas / Josh
Aug 3
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)
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
83.6%
82.1%
65–70%
Account creation
94.4%
89.8%
95%+
Cohort refund
11.6%
16.2%
≤15%
Cohort voided
12.5%
18.8%
—
↳ Settled revenue (this window)
$760.6k
BBB complaints
1
1
—
Month 0→1 retention
75.6%
74.5%
75%
Month 0→2 retention
57.6%
56.7%
60%
OPENLOOP
OpenLoop
Meds spent
46.2%
65.6%
65–70%
Account creation
84.6%
87.3%
95%+
Cohort refund
44.8%
25.6%
≤15%
Cohort voided
20.6%
12.1%
—
↳ Settled revenue (this window)
$55.8k — small sample, directional only
BBB complaints
0
14
—
Month 0→1 retention
58.0%
62.9%
75%
Month 0→2 retention
48.8%
42.7%
60%
STEADYMD
SteadyMD
Meds spent
57.6%
64.5%
65–70%
Cohort refund
17.4%
20.7%
≤15%
Cohort voided
8.5%
20.4%
—
↳ Settled revenue (this window)
$76.9k — small sample, directional only
BBB complaints
0
1
—
Month 0→1 retention
71.9%
69.9%
75%
Month 0→2 retention
42.1%
50.6%
60%
ALTO PHARMACY
Alto pharmacy
Shipping SLA % (≤3 days)
96.1%
89.3%
75%
Meds Shipped % (≤5 days)
95.2%
98.4%
95%
Meds Delivered % (≤7 days)
81.1%
90.1%
90%
Orders canceled %
3.5%
6.7%
evolving
By medication (SLA)
75%
Wegovy Oral
96.7%
89.8%
75%
Wegovy Injectable
95.0%
89.1%
75%
Ozempic (small n)
100.0%
44.7%
75%
Zepbound (small n)
N/A
N/A
75%
Heroes
$5.06
COGS per contact
82.6%
Blended SLA
Target 80–85%
14.1%
Cohort refund
Target ≤15%
12.6%
Cohort voided
Evolving
4.31
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
BBB Accreditation
Accreditation application still in progress; Thomas to collect update from BBB this week.
Thomas O'Rear · Aug 3
Duplicate Payment Stuck Customer Resolution
Action: Working with Emily in Product to implement a resolution to link second payments from Legacy customers attempting to repurchase and block current customers from making duplicative purchases; target this week to finalize plan and identify customers for CX to proactively engage. Owner: Thomas / Emily V.
Aug 3
Metrics
Queue / Source
Metric
Q3 QTD
Q2
Target
VOLUME
Total contacts QTD
33,002
151,878
—
↳ Cancel-reason tickets QTD
1,780
7,458
—
Voice AI self-service rate
9.9%
0.1%
12–16%
CCR QUEUE
CCR
Phone SLA
87.9%
0.9%
80–85%
CCR
Chat SLA
87.8%
0.9%
80–85%
CCR
Email SLA
40.7%
0.8%
80–85%
CCR
Phone AHT
8.2 min
8.9 min
≤10 min
CCR
Chat AHT
210.1 min
236.1 min
≤30 min
CRA QUEUE
CRA
Phone SLA
94.8%
1.0%
80–85%
CRA
Chat SLA
87.1%
0.9%
80–85%
CRA
Email SLA
100.0%
1.0%
80–85%
CRA
Phone AHT
8.5 min
10.1 min
≤10 min
CRA
Chat AHT
454.6 min
219.8 min
≤30 min
REPUTATION
Blended (TP + FH+ App) (84 reviews)
4.31
4.45
4.5–4.6
Trustpilot (6 reviews)
3.33
4.07
—
FH+ Apple App Store (72 reviews)
4.53
4.59
—
FH+ Google Play Store (6 reviews)
2.67
4.15
—
Legacy Apple (deprecated) (14 reviews)
3.86
4.28
—
Legacy Google (deprecated) (1 reviews)
2.00
3.14
—
BBB complaints QTD
1
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
Q3 QTD status: On/above target Within 10% of target More than 10% below target Evolving / no target
Q3 QTD data as of Jul 9 (34 days elapsed of 92). Q3 Pacing = QTD × (92 ÷ 34). 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).
Reference definitions for cohort- and maturity-windowed metrics used across this dashboard.
Cohort & maturity-window logic
Metric
Cohort / maturity logic
Q3 QTD date range represented
Avg revenue per save
Total in-quarter rebill revenue from customers saved in Q3, divided by the number of those saves that have collected any rebill revenue so far (not all in-quarter saves) — avoids the average mechanically dropping toward zero just because more very-recent, not-yet-matured saves join the cohort each week.
7/1/26–8/3/26
Cohort refund %
Cohort's 30-day settle point (start date + 30 days) falls in Q3 QTD — the cohort itself may have started in Q2.
6/1/26–7/4/26
Cohort voided %
Same window as Cohort refund % — cohort's 30-day settle point falls in Q3 QTD.
6/1/26–7/4/26
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.
6/1/26–7/3/26
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.
5/1/26–6/3/26
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).
7/1/26–7/27/26
Meds Shipped %
Order creation date falls in Q3 QTD and is 5+ days old (time for the ship-SLA window to elapse).
7/1/26–7/29/26
Meds Delivered %
Order creation date falls in Q3 QTD and is 7+ days old (time for the delivery-SLA window to elapse).