Sonos Promises to Recommit to Software Quality and Customer Experience After App Disaster
Sonos today announced a series of new commitments that are meant to demonstrate the company's "renewed focus" on software quality and customer experience. The announcement and an accompanying video from Sonos CEO Patrick Spence come as Sonos tries to ameliorate the negative experience customers have had with the May Sonos app update.
Going forward, Sonos says that it isn't just going to fix its app mistake, but also build a better Sonos experience. To that end, Sonos made seven pledges:
- Unwavering focus on customer experience with ambitious quality benchmarks, and a promise to not launch products that don't meet the standards customers expect.
- More stringent pre-launch testing with a broader range of customers to resolve issues before new software comes out.
- No more all-at-once app releases. Any new major changes to the Sonos app will be released gradually, and customers will be able to opt-in to test new features before they become default.
- There will be a new Quality Ombudsperson role that will give employees a clear path to raise concerns regarding quality and customer experience.
- Home speaker products currently under warranty will have their warranty extended for an additional year.
- App updates will come every two to four weeks to "optimize and enhance" the app experience. This includes after the current issues are fixed.
- Sonos is establishing a Customer Advisory Board to provide feedback and insights from a customer perspective to shape and improve products before they launch.
Sonos says that its Executive Leadership Team will not accept any bonus payout for the October 2024 to September 2025 fiscal year unless Sonos is able to improve the quality of the app and rebuild customer trust.
According to Sonos, more than 80 percent of the missing features from the app have now been reintroduced, and the company expects to be at close to 100 percent in the coming weeks.
Recent reports have suggested that Sonos employees raised an alarm prior to when the redesigned Sonos app launched in May. The app was an immediate disappointment to customers because it was riddled with bugs and missing many key Sonos features, and there was significant outcry over the downgrade. Sonos was not able to roll back the changes, and has spent 2024 trying to fix the app.
Sonos has delayed new product launches to focus on software, and as a result, will miss its annual revenue target by $200 million.
Popular Stories
In a recent press release, Apple confirmed that iOS 18.4 will be released in April.
From the Apple News+ Food announcement:Coming with iOS 18.4 and iPadOS 18.4 in April, Apple News+ subscribers will have access to Apple News+ Food, a new section that will feature tens of thousands of recipes — as well as stories about restaurants, healthy eating, kitchen essentials, and more — from the...
Apple is expected to embrace a new camera system design for some models in its upcoming iPhone 17 series, and the latest purported CAD images don't deviate from what we have been hearing lately about Apple's new lineup. If you do not like the sound of an iPhone with a Google Pixel-style camera bar, look away now.
Seasoned leaker Sonny Dickson shared the following images in a post on X...
Apple has offered a reason why the iPhone 16e doesn't include MagSafe, one of the more notable omissions from its latest entry-level smartphone.
According to Apple representatives who spoke to Daring Fireball's John Gruber, MagSafe is not included in the iPhone 16e because "most people in the iPhone 16e's target audience exclusively charge their phones by plugging them into a charging...
iOS 18.4 was supposed to bring new Apple Intelligence Siri features, but Apple ended up needing to pull those capabilities from the update to continue testing. There are fewer new Apple Intelligence additions now, but there are still some new features that will make the update worth installing when it comes out in April.
Priority Notifications
Apple introduced Priority Notifications back at ...
iOS 19 is still around three months away from being unveiled, but there are plenty of rumors about the upcoming update.
Below, we recap iOS 19 rumors so far.
Redesigned Camera App
A leak earlier this year allegedly revealed a redesigned Camera app coming with iOS 19.
On his YouTube channel Front Page Tech in January, Jon Prosser shared a video showing what the new Camera app will...
In an all-caps post on Truth Social today, U.S. President Donald Trump said Apple should fully end its diversity, equity, and inclusion (DEI) policies.
Tim Cook meeting with President Trump in 2017
"APPLE SHOULD GET RID OF DEI RULES, NOT JUST MAKE ADJUSTMENTS TO THEM," he wrote.
Trump's post comes one day after Apple held its annual shareholders meeting, during which a majority of...
The Apple Watch Ultra 3 is expected to launch later this year, arriving two years after the previous model with a series of improvements.
While no noticeable design changes are expected for the third generation since the company tends to stick with the same Apple Watch design through three generations before changing it, there are a series of internal upgrades on the way.
By the time the ...
According to a post on X today from a leaker known as Kosutami, Apple plans to launch AirPods Pro 3 in May or June this year.
The leaker also claimed that an AirTag 2 will launch around the same time.
Kosutami is best known as a collector of prototype Apple hardware, but they have occasionally shared accurate information about Apple's future product plans. For example, they accurately...
iPhone 16e reviews are now out, and Apple's custom-designed C1 modem has been put to the test. The results so far are quite surprising, as the C1's speeds are not as slow compared to Qualcomm modems as originally expected.
While the C1 does not support ultra-fast mmWave 5G in the U.S., it appears to offer comparable 5G performance to Qualcomm's Snapdragon X71 modem found in the iPhone 16,...