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 "Memberships'' group and click on Client Revenue Retention to open the report.
Filters
- Date range – The current period. Maximum 92 days (auto-trimmed if you select a longer range).
- Location – Exactly one location.
- Cohort segment – Filter the report to All, or All active clients.
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 (non-cancelled) visit — spend alone doesn't make them active.
The KPIs
- NRR (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.
- GRR (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.
- Churn – the full prior spend of clients who didn't visit at all this period.
- NRR delta – the change versus the latest trend point.
The movement table
| 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, there's a waterfall chart (start → losses → gains → end) showing how the group's spend evolved.
Plus, there is a rolling 90-day NRR/GRR trend so you can track retention over time rather than just for a single period.
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.
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