# Returning customer survey

Find friction when a former customer returns.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. Which previous setting did you expect to find?

Answer: ____________________

## 2. What changed since your last use?

Answer: ____________________

## 3. What would ease restarting?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: returning users cannot identify what has changed.
2. Changes noticed by returning customers identify outdated guidance or assumptions from their earlier use. Explain verified differences relevant to their first task, without promising restoration of previous access, data or account conditions.
3. Turn the requested improvement into a testable next step. One illustrative action is: provide a concise restart guide.

Interpretation caution: Do not promise data retention without verification.


## Illustrative finding and follow-up

Observation: Returning users cannot identify what has changed.

Action to test: Provide a concise restart guide.

Follow-up: After trying the change, repeat “Which previous setting did you expect to find?” with people who experienced it. Check whether they still describe the original issue: returning users cannot identify what has changed. Compare explanations and sample context, rather than claiming the change caused an improvement.