CX & Partnerships Weekly Update — Actuals through Jul 17, 2026

At a glance

Net ROAS

$18.67

Revenue per lead

Target $8.50–$12.00/lead

220% of target

5.0%

Lead to close

Target 1.6–1.75%

311% of target

11.6%

Cohort voided rate

Evolving

Noteworthy metric drivers

→Cohort voided rateEvolving — benchmarking in progress; target TBD

Lifetime Value

$3.00

Avg revenue per save

34 saves Q3 QTD · Rebills accumulating

3.3%

Save rate

Saved ÷ Cancel-reason tickets

16% of target

86.9%

Meds spent

Target 65%

134% of target

4.47

Blended reputation

Target 4.5–4.6 · 19 reviews

61.1%

Month 0→1 retention

No target set

44.8%

Month 0→2 retention

No target set

Noteworthy metric drivers

→Avg revenue per save34 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 rate34 saves from 1,033 cancel-reason tickets Q3 QTD — cancel volume down 21% vs Q2 same period; volume-driven, not quality-driven; watch cancel-reason pace weekly

↘Blended reputationBlended 4.47 from 19 reviews Q3 QTD; up from 4.42 in Q2; target 4.5–4.6

Operations

82.4%

Response time SLA

Target 80–85%

103% of target

82.8%

% of BPO costs covered

Target >100%

83% of target

$8.82

Cost per contact

$7.31

Revenue per contact

$103k

Ops revenue per FH FTE

Target $187.5k/qtr

55% of target

Noteworthy metric drivers

↘% of BPO costs coveredRevenue covering 82.8% of BPO costs — incremental + retained revenue needs to reach 100% of COGS + S&M

→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 55% of target — FTE productivity scales directly with revenue ramp; lead volume (3,171 vs ~12,749 Q2 pace) is the primary upstream driver

Cohort & maturity-window logic

Metric	Cohort / maturity logic	Q3 QTD date range represented
Cohort refund %	Cohort's 30-day settle point (start date + 30 days) falls in Q3 QTD — the cohort itself may have started in Q2.	6/1/26–6/18/26
Cohort voided %	Same window as Cohort refund % — cohort's 30-day settle point falls in Q3 QTD.	6/1/26–6/18/26
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.	6/1/26–6/18/26
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.	5/1/26–5/18/26
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).	7/1/26–7/11/26
Meds Shipped %	Order creation date falls in Q3 QTD and is 5+ days old (time for the ship-SLA window to elapse).	7/1/26–7/13/26
Meds Delivered %	Order creation date falls in Q3 QTD and is 7+ days old (time for the delivery-SLA window to elapse).	7/1/26–7/11/26

Detail

Area	Metric	Q3 QTD	Q2 Final	Target
Sales	Revenue per lead	$18.67	$4.11	$8.50–$12.00
Sales	Gross revenue	$59k	$265k	Evolving
Sales	Lead to close	5.0%	1.6%	1.6–1.75%
Retention	Retained revenue	$81k	$561k	Evolving
Partnerships	CV Meds spent %	86.9%	81.7%	65%
Partnerships	Alto SLA	79.6%	71.2%	75%
Customer service	Cohort refund	14.8%	16.5%	≤15%
Customer service	Cohort voided	11.6%	18.9%	Evolving
Customer service	Response SLA	82.4%	0.9%	80–85%
Customer service	Blended reputation	4.47	4.42	4.5–4.6
Economics	Incremental + retained revenue	$140k	$825k	—
Economics	COGS	$89k	$693k	—
Economics	Sales & Marketing	$80k	$540k	—
Economics	% of BPO costs covered	82.8%	66.9%	>100%

Initiative highlights v2

BBB Business Alert resolved and C grade reinstated, with an accreditation meeting with the sales exec on July 13th — watch for accreditation status to improve over the coming weeks.

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

$18.67

Revenue per lead

Target $8.50–$12.00/lead

220% of target

5.0%

Lead to close

Target 1.6–1.75%

311% of target

384.1%

Coverage rate

Target 100%

384% of target

8.1%

Contact rate

Target 6–8%

135% of target

$4.18

Sales & Mktg cost per contact

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

Detail metrics

Metric	Q3 QTD	Q2	Target
Revenue per lead	$18.67	$4.11	$8.50–$12.00
Gross revenue	$59k	$265k	Evolving
Lead to close	5.0%	1.6%	1.6–1.75%
Coverage rate	384.1%	121.1%	100%
Conversion rate	61.5%	26.2%	27–29%
Contact rate	8.1%	6.0%	6–8%
AOV	$375	$261	—
Lead volume	3,171	64,451	—

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: 3,171 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

$3.00

Avg revenue per save

34 saves Q3 QTD · Rebills accumulating

3.3%

Save %

Saved ÷ Cancel-reason tickets

16% of target

$4.18

Sales & Mktg cost per contact

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	$81k	$561k	Evolving
Customers saved	34	1580	—
Avg revenue per save (within-quarter)	$3.00	$64.00	—
Save %	3.3%	21.2%	Evolving
↳ Cancel-reason tickets QTD	1,033	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	$95k	$52k	$40k	$39k	$33k	$27k	$26k	$23k	$22k	$22k	$17k	$15k	$15k	$11k	$13k	$11k	$8k	$8k	$7k	$7k	$6k	$3k
Nov '24		$153k	$80k	$72k	$56k	$54k	$43k	$44k	$33k	$31k	$28k	$27k	$24k	$21k	$17k	$15k	$13k	$12k	$11k	$11k	$8k	$5k
Dec '24			$93k	$52k	$43k	$35k	$32k	$22k	$21k	$19k	$18k	$15k	$16k	$14k	$13k	$10k	$7k	$6k	$6k	$6k	$5k	$2k
Jan '25				$113k	$58k	$53k	$42k	$35k	$29k	$28k	$24k	$22k	$21k	$20k	$16k	$19k	$13k	$12k	$11k	$10k	$9k	$6k
Feb '25					$84k	$54k	$47k	$39k	$33k	$28k	$24k	$22k	$20k	$18k	$15k	$14k	$11k	$10k	$7k	$7k	$6k	$3k
Mar '25						$95k	$63k	$55k	$49k	$42k	$36k	$32k	$26k	$23k	$21k	$20k	$15k	$17k	$13k	$10k	$11k	$6k
Apr '25							$94k	$53k	$45k	$39k	$35k	$25k	$22k	$19k	$17k	$14k	$12k	$11k	$10k	$7k	$7k	$3k
May '25								$68k	$41k	$42k	$32k	$25k	$23k	$19k	$16k	$15k	$13k	$12k	$9k	$7k	$6k	$3k
Jun '25									$52k	$42k	$35k	$30k	$25k	$21k	$16k	$13k	$12k	$10k	$8k	$8k	$7k	$3k
Jul '25										$107k	$81k	$64k	$57k	$46k	$37k	$29k	$23k	$21k	$20k	$16k	$16k	$7k
Aug '25											$123k	$94k	$79k	$60k	$48k	$33k	$26k	$25k	$21k	$16k	$15k	$6k
Sep '25												$73k	$53k	$45k	$40k	$28k	$22k	$16k	$16k	$15k	$11k	$7k
Oct '25													$38k	$27k	$27k	$20k	$18k	$15k	$14k	$10k	$10k	$4k
Nov '25														$23k	$19k	$21k	$15k	$14k	$12k	$10k	$8k	$5k
Dec '25															$11k	$8k	$8k	$7k	$6k	$5k	$6k	$2k
Jan '26																$12k	$10k	$9k	$9k	$8k	$7k	$3k
Feb '26																	$13k	$15k	$13k	$11k	$8k	$6k
Mar '26																		$12k	$11k	$9k	$7k	$4k
Apr '26																			$10k	$7k	$6k	$2k
May '26																				$3k	$3k	$1k
Jun '26																					$1k	$1k
Jul '26																						$93
Total	$288k	$380k	$385k	$464k	$425k	$463k	$494k	$470k	$481k	$587k	$610k	$536k	$479k	$404k	$360k	$303k	$253k	$242k	$217k	$183k	$161k	$81k

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: 7,462 cancel-reason tickets · Q3 YTD: 1,033

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

86.9%

CV Meds spent %

Target 65%

79.6%

Shipping SLA %

Target 75%

94.4%

Meds Shipped %

Target 95%

76.2%

Meds Delivered %

Target 90%

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

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	86.9%	81.7%	65–70%
	Account creation	95.6%	89.7%	95%+
	Cohort refund	13.3%	14.0%	≤15%
	Cohort voided	10.5%	18.8%	—
	↳ Settled revenue (this window)	$276.8k
	BBB complaints	0	1	—
	Month 0→1 retention	60.4%	74.5%	No target
	Month 0→2 retention	46.1%	56.7%	No target
OPENLOOP
OpenLoop	Meds spent	60.0%	64.4%	65–70%
	Account creation	92.9%	86.8%	95%+
	Cohort refund	38.4%	23.6%	≤15%
	Cohort voided	30.2%	13.4%	—
	↳ Settled revenue (this window)	$18.7k — small sample, directional only
	BBB complaints	0	14	—
	Month 0→1 retention	23.8%	62.8%	No target
	Month 0→2 retention	53.1%	42.7%	No target
STEADYMD
SteadyMD	Cohort refund	14.0%	—	≤15%
	Cohort voided	10.0%	—	—
	↳ Settled revenue (this window)	$26.9k — small sample, directional only
	BBB complaints	0	1	—
	Month 0→1 retention	66.7%	69.9%	No target
	Month 0→2 retention	36.1%	50.6%	No target
ALTO PHARMACY
Alto pharmacy	Shipping SLA % (≤3 days)	79.6%	71.2%	75%
	Meds Shipped % (≤5 days)	94.4%	98.2%	95%
	Meds Delivered % (≤7 days)	76.2%	89.9%	90%
	By medication (SLA)			75%
	Wegovy Oral (small n)	90.0%	N/A	75%
	Wegovy Injectable (small n)	100.0%	N/A	75%

Heroes

$4.64

COGS per contact

82.4%

Blended SLA

Target 80–85%

14.8%

Cohort refund

Target ≤15%

11.6%

Cohort voided

Evolving

4.47

Blended reputation

4.5–4.6 range

Initiative updates

BBB alert resolved, C grade reinstated

BBB Business Alert has been resolved and the C grade reinstated. A meeting with the sales exec on accreditation application is scheduled for July 13th.

Thomas O'Rear · Jul 13

Metrics

Queue / Source	Metric	Q3 QTD	Q2	Target
VOLUME
Total contacts QTD		19,216	151,876	—
↳ Cancel-reason tickets QTD		1,033	7,458	—
Voice AI self-service rate		9.5%	0.1%	12–16%
CCR QUEUE
CCR	Phone SLA	85.9%	0.9%	80–85%
CCR	Chat SLA	85.7%	0.9%	80–85%
CCR	Email SLA	44.9%	0.8%	80–85%
CCR	Phone AHT	8.2 min	8.9 min	≤10 min
CCR	Chat AHT	33.9 min	39.4 min	≤30 min
CRA QUEUE
CRA	Phone SLA	93.6%	1.0%	80–85%
CRA	Chat SLA	86.3%	0.9%	80–85%
CRA	Email SLA	100.0%	1.0%	80–85%
CRA	Phone AHT	8.3 min	10.1 min	≤10 min
CRA	Chat AHT	70.0 min	36.6 min	≤30 min
REPUTATION
Blended (TP + FH+ App) (19 reviews)		4.47	4.42	4.5–4.6
Trustpilot (2 reviews)		2.00	4.07	—
FH+ Apple App Store (16 reviews)		4.75	4.57	—
FH+ Google Play Store (1 reviews)		5.00	4.03	—
Legacy Apple (deprecated) (6 reviews)		3.67	4.23	—
Legacy Google (deprecated)		N/A	2.54	—
BBB complaints QTD		0	16	—
BBB rating		C	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 %

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	$18.67	$4.11	—	$3
Sales	Lead to close	HERO	5.0%	1.6%	—	3%
Sales	Cohort void rate	HERO	11.6%	18.9%	—	—
Sales	Gross revenue QTD	detail	$59k	$265k	$303k	$650k
Sales	Coverage rate	detail	384.1%	121.1%	—	100%
Sales	Contact rate	detail	8.1%	6.0%	—	9%
Sales	Conversion rate	detail	61.5%	26.2%	—	26%
Sales	AOV	detail	$375	$261	—	—
Sales	Lead volume QTD	detail	3,171	64,451	16,207	—
Lifetime ValueRetention, clinical outcomes & reputation
Retention	Avg revenue per save	HERO	$3.00	$64.00	—	—
Retention	Save rate	HERO	3.3%	21.2%	—	20%
Clinical	CV meds prescribed %	HERO	86.9%	81.7%	—	65%
CX	Blended reputation	HERO	4.47	4.42	—	4.5–4.6
Retention	Month 0→1 retention	HERO	61.1%	71.2%	—	No target
Retention	Month 0→2 retention	HERO	44.8%	49.1%	—	No target
Retention	Retained revenue QTD	detail	$81k	$561k	$415k	$700k
Retention	Customers saved QTD	detail	34	1580	173	—
Retention	Cohort refund rate	detail	14.8%	16.5%	—	<15%
Clinical	Account creation (CV)	detail	95.6%	89.7%	—	95%
Clinical	Alto SLA (overall)	detail	79.6%	71.2%	—	75%
OperationsCX quality, throughput & unit economics
CX	Response SLA (blended)	HERO	82.4%	0.9%	—	80–85%
Economics	% of BPO costs covered	HERO	82.8%	66.9%	82.8%	>100%
Economics	Ops revenue per FH FTE	HERO	$103k	$118k	—	$187.5k
CX	Phone SLA (blended CCR+CRA)	detail	87.7%	0.9%	—	80–85%
CX	Chat SLA (blended CCR+CRA)	detail	85.9%	0.9%	—	80–85%
CX	Voice AI self-service rate	detail	9.5%	0.1%	—	12.2%
Economics	Cost per contact	detail	$8.82	—	$8.82	—
Economics	Revenue per contact	detail	$7.31	—	$7.31	—
Economics	COGS BPO spend	detail	$89k	$693k	—	—
Economics	Sales & Marketing BPO spend	detail	$80k	$540k	—	—

Q3 QTD data as of Jul 9 (18 days elapsed of 92). Q3 Pacing = QTD × (92 ÷ 18). 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/

Coming Soon

Clinical PartnershipsComing soon

Dashboard in development.

Customer ServiceComing soon

Dashboard in development.