Sonos, the renowned wireless music platform, is making amends after a catastrophic overhaul of its app in May sent users scrambling. The update, meant to be a major leap forward, instead resulted in a slew of problems: missing features, connectivity nightmares, and a general sense of frustration among customers. The situation was particularly concerning given the impending launch of the Sonos Ace headphones, the company’s first foray into the billion-dollar headphone market.
More than four months after the debacle began, Sonos is outlining its path to redemption. “Our priority since its release has been — and continues to be — fixing the app,” declared Sonos CEO Patrick Spence in a press release. “There were missteps, and we first went deep to understand how we got here, and then moved to convert those learnings into action. We are committed to making changes to get us back to being the brand people love by offering the best audio system for the home and beyond.”
Sonos is not only issuing public apologies but also outlining concrete steps to prevent a repeat of this fiasco. The company is emphasizing seven key commitments to customers, all aimed at regaining trust and improving quality. These include:
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Unwavering Focus on the Customer Experience:
Sonos pledges to set rigorous quality standards before releasing any new product and will only launch once those benchmarks are met. Enhanced tools will be used to measure the quality of the user experience to ensure it consistently meets customer expectations.*
Increased Pre-Launch Testing:
Sonos’ beta testing program will be expanded to encompass more diverse customer types and setups, with extended testing periods. This will allow for earlier identification, diagnosis, and resolution of potential issues before products hit the market.*
Gradual Release of Changes:
Unlike the abrupt, all-at-once app update in May, future major changes to the Sonos app will be rolled out incrementally. This allows customers to adapt and provide feedback before the changes become the default. New features will also be offered as optional, experimental features, allowing customers to choose whether they want to participate in testing them.*
Quality Ombudsperson:
A dedicated Quality Ombudsperson will be appointed to address employee concerns regarding quality and customer experience. This role will ensure transparency and accountability, with regular reporting to management, employees, and the Sonos board of directors.Beyond these commitments, Sonos is also taking additional steps to show its commitment to customer satisfaction:
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Extended Warranties:
To demonstrate confidence in the quality of their products, Sonos will extend the manufacturer’s warranty by one year for all home theater and plug-in speaker products currently under warranty.*
Regular Software Upgrades:
Sonos will roll out frequent software updates every 2-4 weeks to continuously optimize and enhance the app experience, even after the current issues are resolved.*
Customer Advisory Board:
A Customer Advisory Board will be established to provide valuable customer insights and feedback, shaping future software and product development before launch.Sonos acknowledges that press releases and apologies alone are insufficient. The company is fully aware that the focus must be on fixing the app, making it better than before, and addressing the underlying platform issues. The company’s commitment to transparency and action are steps in the right direction, but ultimately, it is the future quality and reliability of the Sonos experience that will determine whether they can truly regain the trust of their customers.
