How to Use Filters in the Retention Report

Step 1: Navigate to Analytics

Start by logging into your Pabau account using your login credentials. Then, navigate to the left sidebar menu, where you can find the Analytics tab. Click to expand it, and it will reveal Reports.

Step 2: Open the Retention Report

Under the Clients section, you will find the Retention Report pre-created report. Click on the report name to continue.

Step 3: Review the Default Filter

The Retention Report opens with 1 filter applied:

Client where Last visit (days) is more than 165 — restricts the report to clients who haven't been seen in more than 165 days

Each part of the filter — object, field, operator, and value — can be clicked and changed independently, which is what the rest of this article walks through.

Step 4: Change the Object

Clicking on the object opens a dropdown of everything you can build a filter around:

Client — the person the report is built around; this is the only object available for this report, since every filter here relates to client-level data

Step 5: Change the Field

Clicking on the field opens a scrollable list, since a client record carries a lot of detail. This is where you choose exactly what aspect of the client you want to filter on.

The static fields available for the Client object include:

• Active — whether the client record is active
• Client Name — the client's full name
• Email — the client's email address
• Labels — any labels applied to the client
• Phone — the client's phone number
• Street — the client's street address
• City — the client's city
• Country — the client's country
• Total activities — the total number of activities logged against the client
• Client created date — when the client record was created
• Client source — where the client originated from
• Salutation — the client's title
• Gender — the client's recorded gender
• Date of Birth — the client's date of birth
• Client mobile — the client's mobile number
• Client Price List — the price list applied to the client
• Membership Number — the client's membership number, if applicable
• Insurer Name — the client's recorded insurer
• Client ID — the unique identifier for the client
• First Name / Last Name — the client's first and last name
• Average client spend — the client's average spend per visit or period
• Last visit (days) — the number of days since the client's last visit, which is what powers the default filter
• Last appointment (date) — the date of the client's most recent appointment
• Last saw — the team member who last saw the client
• Age (years) — the client's age
• Total appointments — the total number of appointments the client has had
• Total no shows — the number of appointments the client has missed
• Review score — the client's recorded review score
• Next appointment (date) — the date of the client's next scheduled appointment
• Next appointment (days) — days until the client's next appointment
• Total cancelled appointments — the number of appointments the client has cancelled
• Total completed appointments — the number of appointments the client has completed
• Last appointment with — the team member for the client's last appointment
• Last appointment service — the service booked at the client's last appointment
• Next appointment service — the service booked for the client's next appointment
• Appointment Frequency — how often the client typically books
• Favourite Member — the team member the client sees most often
• First visit — the date of the client's first visit
• Est. Next Booking — the estimated date of the client's next booking
• Letters Opt In / Email Opt In / SMS Opt In / Phone Opt In — the client's marketing consent preferences by channel
• Client Balance — the client's current account balance
• Balance (O/S) — the client's outstanding balance
• Service Sales — total sales value from services
• Retail Sales — total sales value from retail/products
• Package Sales — total sales value from packages
• Retail (%) — the percentage of the client's spend that is retail
• Birth Month — the month of the client's birthday
• Total forms — the number of forms completed by the client
• History last completed — when the client's history/intake was last completed
• Preferred Location — the client's preferred clinic/site
• Total photos — the number of photos recorded against the client
• Primary Service Category — the main category of service the client books
• Clients Referred — the number of clients this client has referred
• Connect registered — whether the client is registered on the Pabau Connect app
• Pabau Score — the client's recorded Pabau score
• Total Sales — the client's total sales value
• Client Created by — the user who created the client record
• County — the client's county
• Membership Name — the name of the client's membership
• Membership Amount — the value of the client's membership payments
• Membership Expiration Date — when the client's membership expires
• Membership Status — the current status of the client's membership
• Client Location — the clinic/site the client is associated with
• Client System ID — the internal system identifier for the client
• Medical Conditions — any medical conditions recorded for the client
• Allergies — any allergies recorded for the client
• Membership Start Date — when the client's membership began
• Membership Payment Interval — how often membership payments are taken
• Relationship — the client's recorded relationship status or link

Below the static fields sits a Custom Fields section, listing any additional fields your account has configured, such as:

• GP Address
• GP Email
• GP Name
• How many dozes they have
• Lot Number
• Next of Kin
• Next of kin contact number
• Next of kin name
• Next of kin relationship
• Preferred Provider
• Treatment Interest

Picking a field here decides what the operator and value in the next steps will actually test.

Step 6: Change the Operator (Number-Style Fields)

For a field like Last visit (days), which is a number, the operator list is:

• is — only include clients whose last visit was exactly this many days ago
• is not — excludes clients whose last visit was exactly this many days ago
• is empty — only include clients with no last visit recorded
• is not empty — only include clients that do have a last visit recorded
• is more than — only include clients whose last visit was more than this many days ago, and the default operator for this report
• is less than — only include clients whose last visit was fewer than this many days ago
• is more or equal to — includes the value itself plus everything above it
• is less or equal to — includes the value itself plus everything below it

Step 7: Choose the Value

Clicking on the value for Last visit (days) opens an editable box where you can type in the exact number of days you want to filter by:

• Default value — 165 days, as set on the report out of the box
• 90 days — a more urgent re-engagement list, catching clients earlier
• 365 days — clients who have lapsed for a full year

Once you've entered a new number, click Save to apply it.

Step 8: Review the Data

Once your filter is set the way you want, the report updates automatically, showing you the clients who match your rule, measured by number of clients.

By following these steps, you can easily generate and customize the Retention Report.