--- title: Client Lifecycle Flow Report description: In this article, we'll explain what the Client Lifecycle Flow report shows, how to find it, and how to read it. --- [Skip to content](https://support.pabau.com/en/pabau2/client-lifecycle-flow-report#main-content) [![pabau logo white](https://support.pabau.com/hubfs/pabau%20logo%20white.svg)](https://support.pabau.com/en/pabau2?hsLang=en) Open main navigation Close main navigation - [Get Support](https://pabau.com/support-center/) [Get Support](https://pabau.com/support-center/) Pabau Knowledge Base - There are no suggestions because the search field is empty. 1. [Pabau Knowledge Base](https://support.pabau.com/en/pabau2?hsLang=en) 2. [Analytics](https://support.pabau.com/en/pabau2/analytics?hsLang=en) 3. [Reports](https://support.pabau.com/en/pabau2/analytics?hsLang=en#reports) # Client Lifecycle Flow Report ## In this article, we'll explain what the Client Lifecycle Flow report shows, how to find it, and how to read it. The Client Lifecycle Flow report shows how clients moved between lifecycle stages over a chosen period. **It answers one question:** over this period, how many clients became new, came back, climbed to loyal, stayed active, or fell away? Unlike most reports, this isn't a client list — it's a flow (Sankey) diagram showing movement between stages. **Step 1: Open Reports** **[Log in to your Pabau account](https://app.pabau.com/)**. In the left sidebar, hover over **Analytics** and click **Reports**. The reports catalogue opens. ![The Analytics menu in the left sidebar with Reports marked](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/436484841684-01-nav-reports.png) *Analytics → Reports opens the reports catalogue* **Step 2: Open the Client Lifecycle Flow Report** 1. Click the **Clients** tab and scroll to the **Diagnose & compare** group, or type *Lifecycle* in **Search for a report**. 2. Click **Client Lifecycle Flow**. In the Clients tab it carries the **New** and **Plus** badges — it's one of the Plus reports — and you'll also find it on the **Featured** tab. ![The reports catalogue search showing the Client Lifecycle Flow report](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/436484841684-02-catalog-search.png) *Search the catalogue to jump straight to the report* **Step 3: Choose the Period and Locations** Set the filters at the top of the report. The figures refresh as soon as you change them. - **Period** – The date range being analysed. Presets cover Last 30 days, Last quarter, Year to date, and Trailing 12 mo, and the default is the last 30 days. - **Location** – Shows **All locations** until you pick some, so by default the report covers every location you have access to. - **Comparison** – Shows All, and the only comparison it offers is "vs. prior period". In this first version it's informational only — the report always shows the selected period on its own, and the comparison isn't applied yet. To report on particular locations: 1. Click the **Location** filter (it reads **All locations**). 2. Tick the locations you want, or type in **Search** to find one. Tick **All locations** to go back to every location. ![The Location filter open, showing All locations ticked and the list of locations](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/gap-2026-10/436484841684-03-location-filter.png) *Pick one location, several, or leave it on All locations* **NOTE:** With more than one location selected, a client's visits at every selected location count together and each client is counted once. That means the figures are not the sum of the single-location reports: a client who visits two of your clinics is one client here, with all of their visits added up. The list only shows the locations you have access to. **Understanding the Report** **How it works** The report includes every client who visited during the selected period or in the 12 months before it. For each of them it works out their stage at the start and at the end of the period, and shows the movement between the two — so a client who was active at the start but didn't come back appears as Newly Lapsed. Each stage looks back over the previous 12 months; there's no all-time view. **The five stages** | Stage | Definition | | --- | --- | | New | First-ever visit at the selected locations fell inside the period. A client whose only visit is that one still shows as New at the end. | | Reactivated | Was lapsed at the start of the period, then visited during it. | | Returning | 2–5 visits in the last 12 months, with a visit in the last 180 days. | | Loyal | 6+ visits, or 1,000+ paid (in your clinic's currency, for example £1,000), in the last 12 months, with a visit in the last 180 days. | | Lapsed | No visit in 180+ days. | ![client lifecycle flow report 4](https://support.pabau.com/hs-fs/hubfs/Analytics%20Article%20Category/client%20lifecycle%20flow%20report%20%204.png?width=594&height=294&name=client%20lifecycle%20flow%20report%20%204.png) **NOTE:** "Active" means Returning or Loyal. A "visit" is an appointment at one of the selected locations that has already taken place by the end of the period; cancellations, no-shows, moved appointments, blocked-out time and appointments with no client don't count. Spend is money the client actually paid (refunds excluded) at any of your locations. The 180-day lapse test comes first — a client with plenty of visits in the past, but none recently, is still counted as Lapsed. **The KPIs** - **Net Active Change** – active clients at the end of the period minus active clients at the start. - **New Clients** – clients whose first visit at the selected locations happened during the period. - **Graduations to Loyal** – clients who moved from Returning to Loyal. - **Reactivations** – lapsed clients who came back. - **Newly Lapsed** – active clients who went quiet by the end of the period. - **One-and-done Rate** – of your new clients, the share who had exactly one visit and no follow-up. ![client lifecycle flow report 3](https://support.pabau.com/hs-fs/hubfs/Analytics%20Article%20Category/client%20lifecycle%20flow%20report%20%203.png?width=642&height=68&name=client%20lifecycle%20flow%20report%20%203.png) **What you see** Above the diagram sits a segmented control with the same four presets as the Period filter (Last 30 days, Last quarter, Year to date, Trailing 12 mo). It highlights the window you've selected — use the Period filter at the top of the report to actually change it. The same bar also shows how many clients touched the clinic in the window and the total number of state transitions. The "Where clients moved" panel is a flow (Sankey) diagram with starting stages on the left, ending stages on the right, and ribbons showing how many clients moved along each path (for example, "Returning → Loyal") — the wider the ribbon, the more clients made that exact move. ![client lifecycle flow report 5](https://support.pabau.com/hs-fs/hubfs/Analytics%20Article%20Category/client%20lifecycle%20flow%20report%20%205.png?width=562&height=304&name=client%20lifecycle%20flow%20report%20%205.png) Alongside it, a movement summary shows the new, reactivated, graduated, and newly lapsed figures at a glance. ![client lifecycle flow report 6](https://support.pabau.com/hs-fs/hubfs/Analytics%20Article%20Category/client%20lifecycle%20flow%20report%20%206.png?width=449&height=318&name=client%20lifecycle%20flow%20report%20%206.png) **The transition matrix** Next to the movement summary, the "Transition matrix" panel shows the same movement as a grid: rows are the starting state, columns are the ending state, and each cell shows the number of clients who made that move plus the percentage of the row it represents. **Insight cards** Three insight cards at the bottom pull out the headlines: how many clients graduated from Returning to Loyal this period, how many new clients are still "one-and-done" without a second visit, and a recap of how the lifecycle states are assigned. **TIP:** Click the **?** button at the top right of the report for the full definitions of every stage and figure, with a **Formula** view that shows exactly how each one is worked out. **What's next?** To act on the clients who are slipping, and for the money view of retention: - [At-Risk Clients Report](https://support.pabau.com/en/pabau2/at-risk-clients-report?hsLang=en) - [Client Revenue Retention Report](https://support.pabau.com/en/pabau2/client-revenue-retention?hsLang=en) - [Returning Clients Report](https://support.pabau.com/en/pabau2/returning-clients-report?hsLang=en) - [New Suite of Reports](https://support.pabau.com/en/pabau2/new-suite-of-reports?hsLang=en) --- Was this guide helpful? 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