The Returning Clients report tracks lapsed clients who came back.
It answers: which clients returned after a long gap, how long were they away, what brought them back, and what did they spend afterwards? It's great for measuring the results of your win-back efforts.
Each row is one return event - a lapse-then-return cycle - so a client who lapsed and returned twice appears twice.
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 "Take Action Today'' group and click on Returning Clients to open the report.
Filters
- Date range – The window the return visit must fall in.
- Location – Exactly one location.
- Treatment category – Filters on the returning visit's treatment. "Uncategorised" is a selectable bucket.
- Win-back trigger – Filter to Offer, Referral, or Other.
Understanding the report
What counts as a "return"
A client returns when they come back for a qualifying appointment, and their previous qualifying appointment was at least 180 days earlier. A qualifying appointment is any appointment that isn't cancelled, no-show, or moved.
NOTE: The report only looks back 365 days before the window, so only gaps of roughly 180 to 540 days can be detected. Clients who were away longer than around 18 months won't be picked up.
The KPIs
- Returning clients – distinct clients who returned in the window. A client counts once here even if they returned twice.
- Win-back rate – of the clients who were lapsed-but-recoverable at the start of the window, the share who actually came back.
- Median gap days – the typical gap length across all returns.
- Recovered revenue – total spend in the 90 days after returns, with each payment counted only once even if return windows overlap.
- Second-life ticket multiplier – how much more (or less) returning clients spend per visit now versus before they lapsed. 1.0 means the same, above 1.0 means spending more per visit.
Table columns
| Column | Meaning |
|---|---|
| Client | Name and ID. |
| Returned on | Date of the return visit. |
| Previous treatment | Their treatment before lapsing. |
| Return treatment | Their treatment on return. |
| Journey | Upgrade, downgrade, or same, based on treatment list price. |
| Gap days | Days they were away. |
| Win-back trigger | Offer, Referral, or Other. |
| Spend 90 | What they spent in the 90 days after returning. |
| Spend delta % | Per-visit spend now vs before, shown as +/-%. |
| Tried new treatment | Whether the return treatment differed from their previous one. |
| Booked by | The staff member who made the return booking. |
NOTE: Each return is tagged with one win-back trigger, worked out in priority order: Offer if the client had a sale with any discount applied, Referral if there's a confirmed referral for them, or Other if neither applies (treated as self-motivated).
Charts
- Monthly returns over time, with the win-back rate shown per month.
- Gap histogram – four buckets: 180–270, 271–365, 366–450, and 451–540 days.
- Trigger breakdown – the share of returns attributed to Offer, Referral, or Other.
With this understanding, you can confidently use the Returning Clients report to see how well your win-back efforts are working and what's actually bringing lapsed clients back.
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