The Client Revenue Retention report is the money-lens on retention.
It answers: does the group of clients who were active just before this period spend more or less now? It tracks that same group of clients forward and splits the change in their spend into growth, shrinkage, and loss.
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 Client Revenue Retention to open the report. The tile carries "New" and "Plus" badges — Client Revenue Retention is one of the Plus reports, and you’ll also find it on the Featured tab under "Pabau featured reports".
Filters
- Period – The current period. Maximum 92 days — the picker won't let you select a longer range. Presets cover Last 30 days, Last 60 days, Last 90 days, and This month, and the default is the last 30 days.
- Location – Exactly one location.
- Cohort Segment – Has a single option, All active clients — this is fixed in the current version, so the report always covers the full active cohort.
NOTE: The prior period is set automatically — it's the equal-length window immediately before the current one. You don't set this yourself.
Understanding the report
How "revenue" is counted
Spend is counted on a cash basis: it's based on actual payments, dated by when the client paid, not when the invoice was raised. Refunds and voided sales are excluded. A client only counts as "active" if they had a qualifying visit (one that wasn’t cancelled, moved, or marked as a no-show) — spend alone doesn't make them active.
The KPIs
There are five KPI cards at the top of the report:
- Net Revenue Retention – of the group's prior spend, how much is retained after losses and growth. Above 100% means your existing client base is spending more than before. The card also shows a ▲/▼ percentage-point change versus the prior period.
- Gross Revenue Retention – the same calculation, but ignoring growth — only losses count. Always 100% or below.
- Expansion – extra spend from clients who spent more.
- Contraction – reduced spend from retained clients who spent less.
- Churned Revenue – the full prior spend of clients who didn't visit at all this period.
The movement table
The "What moved the number" panel breaks the change down row by row:
| Row | Meaning |
|---|---|
| Start | The group's total spend in the prior period. |
| Expansion | Extra spend from clients who spent more. |
| Contraction | Reduced spend from clients who spent less. |
| Lapsed | Spend lost from clients who didn't return. |
| New | Spend from brand-new clients — shown for context, but excluded from NRR/GRR. |
What you see
Alongside the movement table, "The revenue retention waterfall" chart shows how the group’s spend evolved step by step: start cohort spend → expansion → contraction → churned → end. Revenue from brand-new clients is shown as a separate bar for context and is excluded from NRR and GRR.
Plus, the "NRR & GRR over time" chart shows a rolling 90-day trend so you can track retention over time rather than just for a single period.
Insight cards
Three insight cards at the bottom of the report add context to the numbers: the first summarises whether your existing clients spent more or less this period (and by how much, before counting any new clients); "Where retention is leaking" splits the losses between cohort clients who didn’t return and clients who returned but spent less; and "How NRR is calculated" spells out the formula — NRR = (Start cohort spend + Expansion − Contraction − Churned) ÷ Start cohort spend.
By following these steps, you can use the Client Revenue Retention report to see whether your existing clients are spending more or less over time, and where any losses are coming from. To see the same movement in terms of client numbers rather than revenue, pair it with the Client Lifecycle Flow report.
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