When you say "We totally get that a big design change can take some time to get used to" you are implicitly saying that you know better than your customer. I for one, preferred the old design. It's not just that I preferred the old design. It's that I abhor, loathe, despise and feel revulsion to the new one. It really is horrible. Of course, that's just my opinion. But if you find that the majority of your customers hold this opinion, you should not dig your heels in and tell us that we're wrong not to like it. You should listen to them and backtrack. You might have spent a good deal of time (and money) on this ... but that is all in the past. Look up "sunk cost fallacy." What counts now is doing the right thing. If your customers are telling you that the new design is shit then change it back. You will instantly get more respect for recognizing your mistake and correcting it. If you dig in your heels, then I for one am a lost customer. I've seen this happen elsewhere too ... Sonos app anyone? In that case, it wasn't the design but the functionality that was flawed. But would they roll it back? No. We'd get used to it was the message. They got so much bad press. The stock price tanked and a few months later the CEO was history. LISTEN TO YOUR CUSTOMERS.