NRC Health

Hello everyone. Thank you for joining us and welcome to the NRC Q3 2026 earnings call. After today's prepared remarks, we will host a question and answer session. If you would like to ask a question, please press star 1 to raise your hand. To withdraw your question, press star 1 again. I will now hand the conference over to Jordan Freeman, NRC Health's Chief Accounting Officer. Jordan, please go ahead.

Thank you, operator. Welcome to NRC Health's earnings conference call for the third quarter ended September 30th, 2026. I wanted to first let you know that we posted our earnings press release to the investor relations section on our website. On the call today, we have NRC Health's CEO, Trent Green. Before getting started, I'd like to emphasize that this call will include statements related to the expected future results of our company, which are therefore forward-looking statements. Our actual results may differ materially from our expectations due to a number of risks and uncertainties, including those described in our earnings release and other SEC filings. Today's remarks will also include references to non-GAAP financial measures. Additional information, including definitions and reconciliations between GAAP financial information and non-GAAP financial information, is provided in the corresponding earnings press release, which is posted on NRC's Investor Relations website. A replay of this call will also be posted to the same website. I will now turn the call over to Trent.

Thank you, Jordan, and good afternoon, everyone. Thank you for joining us for NRC Health's third quarter 2026 earnings call. We delivered a strong third quarter with results that demonstrate both the progress we've made throughout 2026 and the fundamental strength of NRC Health's business model. Revenue grew 11% to $38 million, a meaningful acceleration from the 4% growth we reported the first half of the year. Part of this growth was attributable to the large customer implementation we discussed earlier this year, which went live on schedule and contribute revenue for the full quarter. Adjusted EBITDA margin improved sequentially to 28% and would have been greater, but for the pull forward of our Human Understanding Beyond or HUB annual customer conference from the fourth quarter last year to the third quarter this year. This affected margin comparison by four percentage points. Total recurring contract value, or TRCV, grew 9% to $154 million, driven by durable customer relationships and strong renewal performance, with the new business building on that base. As TRCV converts into revenue, our scalable operating model will create the opportunity for greater profitability and free cash flow. Those measures will not move in a straight line every quarter. Enterprise purchasing decisions, implementation timing, and seasonal revenue patterns can create variability. What matters is the multi-quarter progression of the business and that progression is clear. We have returned NRC Health to growth and are beginning to see the operating leverage that growth can create. Today, I'll focus on three areas, the strength of our customer relationships, the breadth of demand across our portfolio, and how that momentum is translating into revenue, profitability, and cash flow. Let me begin with the large multi-solution agreement we discussed on our first quarter call. The experience platform went live as planned in July and contributed a full quarter of revenue in Q3. Because we invested in delivery capacity ahead of the implementation, that revenue is now absorbing those costs and contributing to sequential margin improvement. As I described in earlier calls, this customer selected us not simply to measure experience, but to improve it and for our ability to connect insight with action across one of the most complex healthcare delivery organizations in the country. We remain on track to implement the enablement portion of the agreement, a rounding platform, in the third quarter of 2027. We expect to leverage much of the infrastructure already in place to support that next phase. The quarter also reinforced the strength of our broader customer relationships. Several longstanding customers moved from annual agreements to multi-year agreements, reflecting confidence in the value NRC Health delivers and increasing the visibility of our recurring revenue base. Our sold out hub conference provided another indication of the depth of those relationships. Hundreds of healthcare leaders joined us to share ideas, learn from one another, and engage with our team. The conversations reinforce what we consistently hear from our customers. They value NRC Health not simply as a source of data, but as a trusted healthcare partner that combines expertise, responsiveness, and a shared commitment to improving outcomes. That trust, together with focused execution by our customer success team and continued product enhancements, is supporting strong retention. Growth is also broadening beyond our core experience solutions. Last year, we created dedicated commercial teams for Market Insights and the Governance Institute, and we are now seeing the benefits of those decisions. Market Insights delivered its strongest quarterly sales performance since before the pandemic, including adding several new logos during the quarter. The Governance Institute is demonstrating similar momentum as the improvements to our offerings and dedicated sales force have us on track to deliver our strongest sales year in more than a decade. These results are strategically important because they show how our capabilities reinforce one another. Market Insights brings NRC Health into enterprise strategy and consumer decision making. The Governance Institute extends our relationships to boards and executive teams. And our experience and enablement solutions help translate those priorities into operating action. That connectivity expands our relevance across the customer organization, creates additional opportunities to deepen relationships, and strengthens our differentiated value proposition. Our product strategy remains focused on extending NRC Health from measuring experience to helping organizations improve it. We're pursuing that objective in two connected ways, expanding the insights we provide so leaders can understand more of the healthcare journey and expanding our enablement capabilities so frontline teams can turn that understanding into action through their everyday workflows. We are piloting AI-enabled capabilities that make NRC Health's data easier for leaders to access and use, adding AI-driven enhancements to existing solutions, and extending our listening into additional moments across the healthcare journey. These initiatives remain early in their adoption, but they reflect a clear direction, make our information more accessible, our insights more actionable, and our solutions more deeply integrated into healthcare operations. Before I go into more details of our financial results, I wanna thank Shane Harrison for his contributions to NRC Health over the past year and wish him well in his next chapter. We've launched a search for our next CFO and are actively evaluating candidates. In the meantime, our finance team is operating smoothly and I'm confident in our ability to execute through this transition. TRCV was $154 million at the end of the third quarter representing growth of 9% year over year. Growth was led by experience with meaningful contributions from Market Insights and the Governance Institute. Revenue was $38 million, up 11% year over year and accelerating meaningfully from the 4% growth reported for the first half of 2026. This included the first full quarter contribution from our large customer implementation. Importantly, that implementation represented less than half of our Q3 revenue growth. The remainder came from broad-based strength across our portfolio. That is how our recurring revenue model should work. TRCV growth precedes revenue as implementations ramp, and the growth in our contract base over the past several quarters is now appearing in our reported results. When TRCV is growing, revenue growth should follow. Adjusted EBITDA was $10.9 million, representing a margin of 28%, up from 27% in the first half of the year. One timing note, our hub conference moved from the fourth quarter last year to the third quarter this year. As our largest conference and investment and partner convening, the expenses affected EBITDA margin by approximately four percentage points. We were pleased that the sequential margin improvement overcame this hurdle. Third quarter adjusted EBITDA was down three percentage points year over year. However, this will reverse in the fourth quarter when the margin comparison will benefit. During the first half of the year, our cost structure included investments made ahead of revenue, particularly the people and delivery resources required for the large customer implementation. With that implementation now contributing a full quarter of revenue, those investments are being absorbed as expected. The delivery capacity required to support our current implementations is in place. As additional implementations go live and produce revenue, we expect those incremental dollars to contribute at attractive margins. We expect further sequential margin improvement in Q4, although I would remind investors that fourth quarter margins have historically benefited from the seasonality of certain revenues and should not automatically be treated as a new quarterly run rate. Net income was $4.7 million this quarter, as was adjusted net income. Both reflect the reversal of stock-based compensation expense for the outgoing CFO net of ongoing grants. Our affected tax rate in the quarter was approximately 36% down from 40% due to a decrease in non-deductible items related to the CFO departure. Free cash flow was $7 million during the quarter driven by a net change in receivables and deferred revenue and reduced capital expenditures as we completed our headquarters build out last year. Our capital allocation framework remains consistent. Our first priority is investing in the capabilities that produce long-term value for our customers and shareholders, including our products, delivery infrastructure, and people. We also return capital to shareholders through our regular dividend and opportunistic share repurchases. During the quarter, we paid a dividend of 16 cents per share and repurchased approximately 790,000 shares under our existing $60 million authorization. Thank you. Thank you. Thank you. As we look ahead, we enter the fourth quarter with a stronger recurring revenue base, the large customer implementation operating as planned, strong retention, and sustained commercial momentum across experience, market insights, and the governance institute. We expect the conversion of TRCV into revenue to continue, accompanied by further progress in profitability and free cash flow. We do not expect every measure to accelerate sequentially in every quarter. Enterprise sales timing, implementation schedules, customer events, and seasonal revenue patterns will create variability. We believe the more meaningful measures are the durability of our customer base, growth in total contract value, conversion of that value into revenue, and our ability to translate revenue growth into earnings and cash flow. Across those measures, NRC Health is in a stronger position today than it was at the beginning of the year, and we are well positioned for the fourth quarter in 2027. And with that, I'm happy to take your questions. Operator?