Sonos has been working tirelessly to improve the new app that was launched this spring that brought with it a host of issues with customers’ home audio systems, and the company has put forth a clear plan that it says is designed to win back its customers’ trust.
This plan purportedly includes quality control improvements and essentially ensuring that any new hardware or software meet the highest standards before they are released to the public.
In a recent blog, the company says it has spent time listening to customers and employees after the new app “fell short” of standards Sonos users have come to know from the company.
“Since then, we’ve spent time listening to our customers and employees, learning from our mistakes, and taking action,” reads an Oct. 1 blog post in which Sonos announces new commitments designed to show the company’s renewed focus on software quality, customer experience and high standards.
These new initiatives are either currently underway or being implemented through the remainder of 2024. They include improving quality standards, broadening beta testing, and a focus on quality app updates rather than speed.
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Sonos says it is committing to not release new products until they meet quality benchmarks, and is enhancing tools to measure and maintain those standards. The company says it is also improving its beta testing program to include a broader range of customers and more diverse setups to help resolve issues before going to market.
The company released the new app in May, completely replacing the former. Going forward, any major changes will be released gradually to allow customers to adjust and provide feedback before it becomes the default. New feature testing programs will also be offered.
Sonos says it is also adding what it calls a Quality Ombudsperson, a new position reporting directly to executive leadership who be charged with giving employees a clear path to raise concerns regarding quality and customer experience. The employee will publish reports twice a year and report regularly to the Board of Directors.
Sonos is also continuing to issue app updates every 2-4 weeks, extending its warranty on home theater and plug-in speakers for an additional year and establishing a Customer Advisory Board.
According to Sonos, more than 80% of the app’s missing features have been reintroduced and the company expects to have almost 100% restored in the coming weeks.
The company’s executive leadership team is also pledging to not accept any annual bonus payout for the 2025 fiscal year unless it succeeds in improving the app experience and rebuilding customer trust. How the company plans to measure that success isn’t clear.
“We are committed to making Sonos better than ever, and these commitments are just the beginning of that journey,” the company writes, concluding the blog. “Thank you for being a part of the Sonos community.
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