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.
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 "Diagnose & compare'' group and click on At-Risk Clients to open the report.
Filters
- Date range – The period being analysed.
- Location – Exactly one location.
- Comparison – Choose All to see the full period on its own, or Prior period to compare it against the immediately preceding period of the same length.
Understanding the report
How it works
The report takes every client who visited during the selected period, works out each client's stage at the start and at the end of that period, and shows the movement between the two. Everything is based on the trailing 365 days of history — there's no all-time view.
The five stages
| Stage | Definition |
|---|---|
| New | First-ever visit fell inside the period. |
| Reactivated | Was lapsed at the start of the period, then visited during it. |
| Returning | Active, with 2–5 visits in the last year. |
| Loyal | Active, with 6+ visits or £1,000+ spend in the last year. |
| Lapsed | No visit in 180+ days. |
NOTE: "Active" means Returning or Loyal, and a "visit" is any non-cancelled appointment. 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 – first-ever visits recorded in the period.
- Graduations – 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.
What you see
A flow diagram with starting stages on the left, ending stages on the right, and bands showing how many clients moved along each path (for example, "Returning → Loyal").
Alongside it, a movement summary shows the new, reactivated, graduated, and newly lapsed figures at a glance.
By following these steps, you can use the Client Lifecycle Flow report to see exactly how your client base is moving — who's coming in, climbing up, or drifting away — over any period you choose.
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