A "How did you hear about us?" survey unlocks attribution insights into your customers' path to purchase, allowing you to tweak your marketing spend and optimize the returns.

But what's next? Would you like to learn something additional from returning customers', like how they perceive your brand or who they are purchasing for? Of course you would!

If your products are hitting the mark and you're nurturing customer relationships through various marketing initiatives, then it's likely that your customers will be very happy to make further purchases from your store.

When a customer places a follow-up order with your store, they're providing you with two pieces of information that you don't receive from a new customer . The first is that they have already "heard about you" and the second is that they were happy enough to return to your store and place a follow-up order.

This is valuable knowledge and provides you with the perfect opportunity to find out why they came back to you. Was it your communication during the shipping process that was so impressive, or perhaps the beautiful craftsmanship of the product itself, or maybe even the sheer variety of colours or flavours available through your store?

Gaining insights from returning customers is just as important to your business as finding out where new customers have come from. So why not ask this loyal cohort of customers a returning customer survey question?

Gaining additional insight from your returning customers can help you to improve essential areas of your business. Some areas you may want to gather feedback on are:

Running and growing a successful Ecommerce store can often be overwhelming, especially if you don't know where to focus your efforts. By asking returning customers if there is anything that you can improve on, you'll start to see a pattern emerge that will inform where to focus your efforts.

The improvements you make as a result of the feedback may not bring in new customers, but it should certainly help to increase the number of customers who return to place subsequent orders with your store and we all know how important customer lifetime value is to the health of your business.

The Grapevine Surveys app lets you display different surveys depending on whether the customer is new or returning. This is done using Display Rules, specifically the Customer type rule, which you can configure in the survey editor's Manage Visibility panel.

You can also combine customer type targeting with other Display Rules. For example, show a product feedback survey only to returning customers whose order exceeds a certain value, or show a "How did you hear about us?" survey only to new customers who purchased from a specific product line.

You can also display more than one survey on the post-purchase pages at the same time. The Checkout Display Settings on the app's Settings page control how Grapevine decides which surveys to show when multiple surveys match the conditions in the rules. See displaying more than one survey for more information.

See our setting up your survey question article to get started, then follow one of these guides:

If you would like any advice on creating new or returning customer surveys or have any other Grapevine Surveys related questions, then please do just get in touch.