The At-Risk Clients report flags existing clients who look like they're drifting away, so you can reach out before they're lost. It answers one question: which of your regular clients are overdue for a visit compared to their own personal rhythm, and how much future revenue is at risk?
The key idea behind the report is that every client has their own personal visit cadence — the typical gap, in days, between their completed visits. A client is flagged as "at risk" when the time since their last visit has stretched past their own normal cadence. It's not a fixed "hasn't visited in X weeks" rule for everyone — it's personalised to each client.
How to find it
Step 1: Navigate to the Analytics Feature
Log in to your Pabau account, and in the left sidebar menu, go to Analytics, then click on the "Reports" button.
Step 2: Access the reports banner
On the "Try our new suite of reports" banner, click Try it now.
Once you're in the new reports view, go to the Clients section then scroll to the "Take action today" group and click on Client Lifecycle Flow to open the report.
Filters
- Date range – Must be 365 days or less; there's no all-time option.
- Location – Exactly one location — there's no "all locations" mode.
- Treatment category – Narrows the report to clients whose visits fall in the chosen categories.
- Primary practitioner – Narrows the report to a single staff member.
- Risk tier / Search – Filters the on-screen list by High/Medium/Low, or by client name/ID.
NOTE: The one-location and 365-day limits exist because, on large clinics, this report scans millions of appointments — without those limits, it would time out.
Understanding the report
The KPIs
- Clients at risk – how many clients in your selection are currently overdue against their own cadence.
- High risk – how many of those score 7 or above.
- Revenue at risk – the estimated spend you stand to lose, summed across all at-risk clients. Per client, this is their expected 90-day spend, based on their historic spend-per-visit and how often they normally come in.
- Avg days overdue – the average number of days past their personal cadence, across all at-risk clients.
- Active base % – at-risk clients as a share of your active client base (clients with at least one visit in the last 12 months at that location).
How a client qualifies, and how the score works
- Only clients with at least 3 completed visits are considered — anyone with fewer is excluded, since there isn't enough history to establish a rhythm.
- A "visit" means a completed/attended appointment (Complete, Complete – No VAT, Checked-in, or Arrived). Multiple appointments on the same day count as one visit.
- Personal cadence is the median gap, in days, between a client's consecutive visits.
- A client is only flagged at-risk if the days since their last visit is greater than their personal cadence.
- Risk score (1–10) is roughly (days since last visit ÷ personal cadence) × 5, capped between 1 and 10 — the more overdue relative to their own rhythm, the higher the score.
- Tiers: High = 7–10, Medium = 4–6, Low = 1–3.
Table columns
| Column | Meaning |
|---|---|
| Client | Name and ID; VIPs are flagged. |
| Top treatments | Their two most-frequent treatment categories. |
| Last visit | Days since their last completed visit. |
| Cadence drift | How overdue they are versus their personal cadence. |
| Lifetime spend | Total they've ever paid. |
| Risk score | 1–10, as explained above. |
| Top signals | Which warning signs apply (see below). |
| Primary practitioner | The staff member they see most. |
The four "signals"
These are informational only — they don't change the risk score.
- Cadence drift – always on for anyone in this list, since that's what put them here.
- No-show – had a no-show in the period.
- Ticket decay – recent spend-per-visit has dropped below 75% of their lifetime average.
- Low-star sentiment – left a 1–2 star survey rating.
There's also a risk-score histogram chart showing how many clients sit at each score from 1 to 10.
By following these steps, you can use the At-Risk Clients report to spot which regular clients are drifting away and prioritise outreach before you lose them.
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