CX & Partnerships Weekly Update — Actuals through Jul 9, 2026

At a glance

Net ROAS

$11.44

Revenue per lead

Target $8.50–$12.00/lead

135% of target

3.0%

Lead to close

Target 1.6–1.75%

189% of target

20.5%

Cohort voided rate

Evolving

Noteworthy metric drivers

→Cohort voided rateEvolving — benchmarking in progress; target TBD

Lifetime Value

No rebills

Avg revenue per save

14 saves Q3 QTD · Rebills accumulating

2.5%

Save rate

Saved ÷ Cancel-reason tickets

12% of target

76.5%

Meds spent

Target 65%

118% of target

4.46

Blended reputation

Target 4.5–4.6 · 192 reviews

Noteworthy metric drivers

→Avg revenue per save14 saves Q3 QTD — first rebills expected by Jul 13 based on saved customers' subscription dates; avg revenue per save will populate as those charges clear

↘Save rate14 saves from 558 cancel-reason tickets Q3 QTD — cancel volume down 35% vs Q2 same period; volume-driven, not quality-driven; watch cancel-reason pace weekly

↘Blended reputationBlended 4.46 from 192 reviews Q3 QTD; up from 4.37 in Q2; target 4.5–4.6

Operations

83.1%

Response time SLA

Target 80–85%

104% of target

142.2%

% of BPO costs covered

Target >100%

142% of target

$3.97

Cost per contact

$5.64

Revenue per contact

$93k

Ops revenue per FH FTE

Target $187.5k/qtr

50% 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 FTERevenue at 50% of target — FTE productivity scales directly with revenue ramp; lead volume (2,417 vs ~7,083 Q2 pace) is the primary upstream driver

Detail

Area	Metric	Q3 QTD	Q2 Final	Target
Sales	Revenue per lead	$11.44	$4.07	$8.50–$12.00
Sales	Gross revenue	$28k	$262k	Evolving
Sales	Lead to close	3.0%	1.6%	1.6–1.75%
Retention	Retained revenue	$43k	$994k	Evolving
Partnerships	CV Meds spent %	76.5%	76.3%	65%
Partnerships	Alto SLA	90.3%	71.3%	75%
Customer service	Cohort refund	15.5%	25.6%	≤15%
Customer service	Cohort voided	20.5%	14.1%	Evolving
Customer service	Response SLA	83.1%	85.6%	80–85%
Customer service	Blended reputation	4.46	4.37	4.5–4.6
Economics	Incremental + retained revenue	$71k	$1.26M	—
Economics	COGS	$26k	$693k	—
Economics	Sales & Marketing	$24k	$540k	—
Economics	% of BPO costs covered	142.2%	101.9%	>100%

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

$11.44

Revenue per lead

Target $8.50–$12.00/lead

135% of target

3.0%

Lead to close

Target 1.6–1.75%

189% of target

324.5%

Coverage rate

Target 100%

324% of target

2.0%

Contact rate

Target 6–8%

33% of target

$1.88

Sales & Mktg cost per contact

Initiative updates

Checkout Link Generator Rolling Out 7/8

New checkout link generator deploys to the full team by Wednesday 7/8. This unblocks live handling of automatically assigned leads without the need for a manual Google Sheet download.

Rae Sykes · Jul 7

Aged Leads Phase 1 Live, Phase 2 Next Week

Phase 1 of the aged leads process (leads ≤7 days) is now live. Phase 2 rollout is on track for next week.

Josh Wagner · Jul 7

Workflow Optimization: Meds & Plans Integration

Integrating medication and plan offerings into the current sales flow to improve conversion and coverage.

Josh Wagner · Jul 7

Zendesk Sales Tracking Enhancement

Collaborating with Operations to enhance sales tracking capabilities in Zendesk for better pipeline visibility.

Josh Wagner · Jul 7

Detail metrics

Metric	Q3 QTD	Q2	Target
Revenue per lead	$11.44	$4.07	$8.50–$12.00
Gross revenue	$28k	$262k	Evolving
Lead to close	3.0%	1.6%	1.6–1.75%
Coverage rate	324.5%	121.1%	100%
Conversion rate	47.1%	25.9%	27–29%
Contact rate	2.0%	5.0%	6–8%
AOV	$379	$261	—
Lead volume	2,417	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: 2,417 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

No rebills

Avg revenue per save

14 saves Q3 QTD · Rebills accumulating

2.5%

Save %

Saved ÷ Cancel-reason tickets

12% of target

$1.88

Sales & Mktg cost per contact

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	$43k	$994k	Evolving
Customers saved	14	523	—
Avg revenue per save (within-quarter)	No rebills	$163	—
Save %	2.5%	7.5%	Evolving
↳ Cancel-reason tickets QTD	558	7,010	—

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	$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

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: 7,013 cancel-reason tickets · Q3 YTD: 558

Heroes

76.5%

CV Meds spent %

Target 65%

90.3%

Shipping SLA %

Target 75%

53.7%

Meds Shipped %

Target 95%

N/A

Meds Delivered %

Target 90%

Initiative updates

Amazon Pharmacy Contract Negotiations Advancing

AMZ Pharmacy Finance meeting completed. FH to provide additional documentation to initiate contract negotiations; Functional Requirements will be scoped in the Product meeting on 7/15.

Emily McCurdy · Jul 7

Weekly trends

CV Meds spent % (weekly, CareValidate)

Alto pharmacy shipped % (by cohort week, ≤5 days)

Alto pharmacy delivered % (by cohort week, ≤7 days)

Detail metrics

MSO / Area	Metric	Q3 QTD	Q2	Target
CAREVALIDATE
CareValidate	Meds spent	76.5%	76.3%	65–70%
	Account creation	87.8%	87.2%	95%+
	Cohort refund	12.8%	11.4%	≤15%
	Cohort voided	20.9%	20.5%	≤16%
	BBB complaints	0	1	—
OPENLOOP
OpenLoop	Meds spent	42.6%	42.4%	65–70%
	Account creation	84.0%	83.9%	95%+
	Cohort refund	22.4%	23.0%	≤15%
	Cohort voided	13.4%	15.1%	≤16%
	BBB complaints	0	14	—
STEADYMD
SteadyMD	Cohort refund	18.2%	—	≤15%
	Cohort voided	22.1%	—	≤16%
	BBB complaints	0	1	—
ALTO PHARMACY
Alto pharmacy	Shipping SLA % (≤3 days)	90.3%	71.3%	75%
	Meds Shipped % (≤5 days)	53.7%	97.1%	95%
	Meds Delivered % (≤7 days)	N/A	87.2%	90%
	By medication (SLA)			75%
	Wegovy Oral (small n)	90.0%	N/A	75%
	Wegovy Injectable (small n)	100.0%	N/A	75%

Heroes

$2.09

COGS per contact

83.1%

Blended SLA

Target 80–85%

15.5%

Cohort refund

Target ≤15%

20.5%

Cohort voided

Evolving

4.46

Blended reputation

4.5–4.6 range

Initiative updates

Account Management Tool Entering UAT

New customer account management tool entering UAT with Intouch once the Sales Tool rollout is complete. Successful UAT leads to a full team rollout replacing Retool for all FH+ customer support.

Rae Sykes · Jul 7

Metrics

Queue / Source	Metric	Q3 QTD	Q2	Target
VOLUME
Total contacts QTD		12,569	165,288	—
↳ Cancel-reason tickets QTD		558	7,010	—
Voice AI self-service rate		11.8%	12.2%	12–16%
CCR QUEUE
CCR	Phone SLA	84.2%	89.8%	80–85%
CCR	Chat SLA	84.3%	92.9%	80–85%
CCR	Email SLA	71.6%	75.9%	80–85%
CCR	Phone AHT	8.2 min	8.8 min	≤10 min
CCR	Chat AHT	13.1 min	39.5 min	≤30 min
CRA QUEUE
CRA	Phone SLA	93.8%	95.1%	80–85%
CRA	Chat SLA	89.0%	87.2%	80–85%
CRA	Email SLA	100.0%	98.3%	80–85%
CRA	Phone AHT	7.9 min	9.6 min	≤10 min
CRA	Chat AHT	N/A	36.4 min	≤30 min
REPUTATION
Blended (TP + FH+ App) (192 reviews)		4.46	4.37	4.5–4.6
Trustpilot (51 reviews)		4.24	4.41	—
FH+ Apple App Store (129 reviews)		4.62	4.13	—
FH+ Google Play Store (12 reviews)		3.67	4.00	—
Legacy Apple (deprecated) (56 reviews)		4.27	4.54	—
Legacy Google (deprecated) (6 reviews)		2.33	3.43	—
BBB complaints QTD		0	16	—
BBB rating		C	Not Rated	C or above

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	$11.44	$4.07	—	$3
Sales	Lead to close	HERO	3.0%	1.6%	—	3%
Sales	Cohort void rate	HERO	20.5%	14.1%	—	—
Sales	Gross revenue QTD	detail	$28k	$262k	$254k	$650k
Sales	Coverage rate	detail	324.5%	121.1%	—	100%
Sales	Contact rate	detail	2.0%	5.0%	—	9%
Sales	Conversion rate	detail	47.1%	25.9%	—	26%
Sales	AOV	detail	$379	$261	—	—
Sales	Lead volume QTD	detail	2,417	64,451	22,236	—
Lifetime ValueRetention, clinical outcomes & reputation
Retention	Avg revenue per save	HERO	No rebills yet	$163	—	—
Retention	Save rate	HERO	2.5%	7.5%	—	20%
Clinical	CV meds prescribed %	HERO	76.5%	76.3%	—	65%
CX	Blended reputation	HERO	4.46	4.37	—	4.5–4.6
Retention	Retained revenue QTD	detail	$43k	$994k	$398k	$700k
Retention	Customers saved QTD	detail	14	523	128	—
Retention	Cohort refund rate	detail	15.5%	25.6%	—	<15%
Clinical	Account creation (CV)	detail	87.8%	87.2%	—	95%
Clinical	Alto SLA (overall)	detail	90.3%	71.3%	—	75%
OperationsCX quality, throughput & unit economics
CX	Response SLA (blended)	HERO	83.1%	85.6%	—	80–85%
Economics	% of BPO costs covered	HERO	142.2%	101.9%	142.2%	>100%
Economics	Ops revenue per FH FTE	HERO	$93k	$179k	—	$187.5k
CX	Phone SLA (blended CCR+CRA)	detail	86.3%	92.4%	—	80–85%
CX	Chat SLA (blended CCR+CRA)	detail	85.8%	90.1%	—	80–85%
CX	Voice AI self-service rate	detail	11.8%	12.2%	—	12.2%
Economics	Cost per contact	detail	$3.97	—	$3.97	—
Economics	Revenue per contact	detail	$5.64	—	$5.64	—
Economics	COGS BPO spend	detail	$26k	$693k	$487k	—
Economics	Sales & Marketing BPO spend	detail	$24k	$540k	$440k	—

Q3 QTD data as of Jul 9 (10 days elapsed of 92). Q3 Pacing = QTD × (92 ÷ 10). 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).