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
Apple today announced that its next-generation CarPlay experience, now dubbed "CarPlay Ultra" begins rolling out today, starting with Aston Martin vehicles.
Subscribe to the MacRumors YouTube channel for more videos.
CarPlay Ultra is now available with new Aston Martin vehicle orders in the U.S. and Canada. It will also be available for existing models that feature the brand's next-generation ...
Apple's recently announced CarPlay Ultra promises a deeply integrated in-car experience, but not all iPhone users will be able to take advantage of the new feature.
According to Apple's press release, CarPlay Ultra requires an iPhone 12 or later running iOS 18.5 or later. This means if you're using an iPhone 11, iPhone XR, or any older model, you'll need to upgrade your device to access...
Apple today announced the launch of CarPlay Ultra, the long-awaited next-generation version of its CarPlay software system for vehicles.
CarPlay Ultra features deep integration with a vehicle's instrument cluster and systems, built-in Radio and Climate apps, customizable widgets, and more. The interface is tailored to each vehicle model and automaker's identity, and drivers can also adjust...
President Donald Trump has asked Apple CEO Tim Cook to halt the company's manufacturing expansion in India, in a potential disruption of Apple's plan to shift iPhone production away from China.
"I had a little problem with Tim Cook yesterday," Trump said during his state visit to Qatar, according to Bloomberg. "He is building all over India."
"They [India] have offered us a deal where...
Apple this week introduced a new feature designed to allow prospective Apple Music users to import their saved music and playlists from third-party music services to Apple Music.
The feature is either in an expanded testing phase or it has started rolling out, and it is available in Australia and New Zealand according to an Apple Support document. Signs of the transfer option first surfaced...
The first videos of Apple's CarPlay Ultra experience are now available, providing a never-before-seen look at the long-anticipated iPhone-linked infotainment software.
British automaker Aston Martin today shared the first video of Apple's CarPlay Ultra experience in-action, followed by a detailed walk-through of the CarPlay Ultra system on Top Gear's YouTube channel, which provides the...
Apple today released iOS 18.5 and iPadOS 18.5, the fifth updates to the iOS 18 and iPadOS 18 operating systems that came out last September. iOS 18.5 and iPadOS 18.5 come a little over a month after Apple released iOS 18.4 and iPadOS 18.4.
The new software can be downloaded on eligible iPhones and iPads over-the-air by going to Settings > General > Software Update. The iOS 18.5 update has a...
On Friday, Epic Games submitted Fortnite to the U.S. App Store, and since then, we've been waiting to see if Apple would approve the game and allow it back on the iPhone and the iPad. There's been no word from Apple so far, but Epic Games opted to pull its first App Store review request, and has now resubmitted Fortnite.
Fortnite leaker Shiina shared the news, with the information reposted by...
