Following the disastrous rollout of their app in May, Sonos is now promising new standards and an "unwavering focus on customer experience" to win back trust.
The company laid out a plan consisting of seven new commitments directly resulting from an internal review of its app release in May.
One of the commitments states that the executive leadership team members will not accept any annual bonus payout for the October 2024 to September 2025 fiscal year unless the company “succeeds in improving the quality of the app experience and rebuilding customer trust.”
Other commitments mention setting higher quality benchmarks and ensuring no products are released before meeting them. The company will also expand its beta testing program to include a wider range of customers and configurations, allowing for more thorough pre-launch testing.
Additionally, future updates will be rolled out gradually, in contrast to the abrupt release of the app, with customers having the option to test smaller features through an experimental program. A new Quality Ombudsperson will be appointed to oversee and escalate any quality concerns, ensuring transparency and accountability at all levels.
To regain customer confidence, the company is extending warranties on its home speaker products and pledging regular app updates every 2-4 weeks to enhance the user experience. A Customer Advisory Board will be established to ensure the company remains focused on customer feedback and needs.
Since May, the company has already reintroduced 80% of the app's missing features and continues to improve the app's reliability and performance.
