The Membership Usage report shows what's actually happening inside your memberships — every benefit (or "perk") your members redeem, how much of their plan they're using, and when.
It answers three questions at a glance: which members are getting value from their membership (and which paid but aren't showing up), which benefits are most loved and which are being ignored, and when your clinic is busiest with member visits.
It's designed as a retention and engagement tool — members who don't use their plan are the ones most likely to cancel at renewal, and this report surfaces them.
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 Memberships section then scroll to the "Usage & Benefits'' group and click on Membership Usage to open the report.
Filters
- Redemption Date – The reporting window. Every metric is calculated within this date range. Presets: Today, Last 7 days, Last 30 days, Last 90 days. Defaults to the last 30 days, and you can pick any custom range up to 12 months.
- Locations – Limits the report to members whose membership was sold at the selected location(s). Defaults to All locations.
- Plan – Limits to one or more membership plans. Defaults to All plans, and is searchable.
- Utilization – Filters the member table by engagement level: Power users, Low utilization, or No activity. Defaults to All members — the fastest way to build a retention list.
NOTE: The Redemption Date range drives all the numbers. A benefit that renews weekly will show a larger allowance over a 90-day window than over a 7-day window, simply because more renewals fall inside the range.
Understanding the report
The summary cards
- Total Redemptions – every benefit claimed in the window across all filtered members, with the small print showing how many members that's spread across and the average per member.
- Avg Utilization – the average of every member's utilization percentage, with the small print counting your power users.
- Low Utilization – how many members are engaged but well below full usage of their plan — your early churn-risk group.
- No Activity – how many members had zero redemptions in the window. These are your highest churn risk at renewal.
- Top Benefit – the single most-redeemed benefit in the window, with its redemption count.
Top benefits redeemed
A ranked list of the benefits members are claiming most, with the number of redemptions and how many distinct members claimed each. Use it to see what's earning its keep — a premium perk that nobody redeems is quietly costing you money and may be worth repositioning or dropping.
When members redeem (heatmap)
A grid of day-of-week × hour showing when redemptions happen, based on when each redemption was recorded. Darker cells mean busier times — use it to staff your busiest member hours. When a location filter is applied, the grid is scoped to that location's working pattern.
Recent redemptions
A live feed of the most recent redemptions such as member, benefit, and how long ago so you can see current activity at a glance.
The member table
One row per member in the filtered set.
| Column | What it shows |
|---|---|
| Member | The client's name, linking to their client card. |
| Membership Code | The member's unique membership code. |
| Plan | Their current membership plan, with the plan's colour dot. |
| Location | The location of the original sale invoice. |
| Tenure | How many months they've been a member. |
| Service usage | A visual dot indicator: filled dots = services redeemed, hollow dots = still available against their allowance. A "+N" means they've redeemed beyond the standard allowance. |
| Service utilization | Service redemptions ÷ service slots they were entitled to across the window, shown as a percentage with a colour badge (Power users / Low utilization / No activity). Shows "—" for unlimited service perks. |
| Credits usage | Credit spent vs credit entitled in the window, e.g. "£40 / £100 (40%)". Shows "—" for members whose plan has no credit perk. |
| Discounts usage | How many times a discount perk was applied in the window. Shows "—" for plans with no discount perk. |
| Redemptions | Total perk usages in the window — services, credit spends, and discount applications combined. |
| Last Redemption | The date of the most recent claim, plus a friendly "3 days ago" style label. Shows "Never" if they've never redeemed. |
| Lifetime | Cumulative redemptions across the member's entire membership, not just the selected window. |
NOTE: Click any of Tenure, Service utilization, Redemptions, Last Redemption, or Lifetime to sort by that column. By default, the table is sorted by most redemptions first. The table loads in pages as you scroll, but the summary cards, panels, and heatmap always reflect the whole filtered set, not just the rows currently loaded. Both export and print cover the whole filtered set too, and print is laid out in landscape.
How usage is calculated
This is where memberships get subtle, because benefits can replenish on a schedule, for example, "1 facial per month" or "£50 credit per week."
Entitlement is measured across the window, and it's cumulative
For each member, the report works out how many benefits they were entitled to during the selected date range, based on how often each benefit replenishes:
- A benefit with no renewal schedule is a one-off allowance, counted once.
- A benefit that renews (weekly, monthly, etc.) is counted once for each renewal that falls inside the window.
So for a plan with 1 service per week, viewed over a 30-day window, the report counts roughly 5 weekly renewals — an entitlement of about 5 services. Utilization is then their service redemptions ÷ that entitlement.
Credits work the same way and accumulate: a £50/week credit perk shown over a 30-day window gives an entitlement of about £250 — the weekly amount, plus any bonus credit, added up across the renewals in the range.
NOTE: Payment frequency doesn't affect these numbers. Entitlement is driven purely by the benefit's renewal schedule and the date range you're viewing, not by how often the member is billed — a member who pays monthly but whose credit replenishes weekly will still show the full cumulative weekly entitlement across the window.
A few things to keep in mind
- It's a window total, not a live balance. The entitlement figure is the sum of everything that replenished during the range — it's not "how much the member has available right now." Widening or narrowing the date range changes the entitlement accordingly.
- Roll-over vs. use-it-or-lose-it isn't reflected in the entitlement. Whether unused benefits carry into the next period doesn't change what the report counts as "available in the window."
- Unlimited benefits show "—". If a plan includes an unlimited service, there's no ceiling to measure against, so utilization shows a dash rather than a percentage.
The engagement badges
- No activity – zero redemptions in the window.
- Power users – using 80% or more of their entitlement. Your most engaged members, and also the most expensive to serve.
- Low utilization – redeemed at least once, but well below the power-user line. This is your early retention-risk group.
How to use it
- Scan Top benefits to see what members actually value — a high-cost perk with few claims isn't pulling its weight.
- Check the heatmap to staff your busiest member hours.
- Filter the table by Low utilization or No activity to build a proactive outreach list before renewal.
- Watch No activity members closely — paying but not attending is the strongest churn signal.
With this understanding, you can confidently use the Membership Usage report to see who's genuinely engaged with their plan, which perks are earning their keep, and who's at risk of not renewing.
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For more guides, browse the related articles below or use the search bar at the top of the page. You can also watch our video learning series, the Pabau Academy, or visit the Support page for additional help.