Sonos has had a rough time ever since it released its new overhauled mobile app back in May. It’s now clear that the app was released prematurely, causing major issues for some customers as it affected their Sonos experience.
On Monday, Sonos CEO Patrick Spence outlined a new plan to win back customer trust, while also increase software quality.
Among the key initiatives is the appointment of a Quality Ombudsperson, who will oversee concerns about product quality and customer experience, reporting directly to the executive leadership team and Sonos board, explained the company in an email to iPhone in Canada.
The company is also extending warranties by an additional year for all home theatre and plug-in speakers currently under warranty.
To prevent future problems, Sonos plans to expand its pre-launch testing program and implement gradual rollouts of major updates, allowing users to provide feedback before changes become permanent.
In addition, a Customer Advisory Board will be established to ensure user voices are considered throughout product development.
Check out Spence in the video below:
As for the new Sonos app? The company says new software updates have been released about every two weeks, with over 80% of the app’s missing features now returned. The new Sonos app will be almost “100% restored in the coming weeks,” says the company.
One more thing? The Sonos Executive Leadership Team will also not accept bonuses for the October 2024 to September 2025 fiscal year if quality benchmarks are not met, specifically related to the app experience and rebuilding customer trust. It’s unclear who will make the final call on the payout of these bonuses.
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