Sonos unveils new commitments to enhance customer experience
- Sonos has faced significant backlash from customers due to issues with its app update released in May.
- The company has announced seven commitments to improve customer experience, including enhanced testing and gradual updates.
- These measures aim to restore trust and quality, with over 80% of missing app features already reintroduced.
In response to significant customer backlash following the May release of its updated app, Sonos has committed to a series of measures aimed at restoring trust and improving user experience. The company has announced seven new commitments, which include enhancing pre-launch testing and gradually rolling out major app changes to allow for customer feedback. Additionally, Sonos plans to appoint a Quality Ombudsperson to oversee quality concerns and establish a Customer Advisory Board to incorporate user insights into product development. These initiatives are part of a broader effort to address the root causes of the app's issues and ensure that the company meets high-quality standards moving forward. Sonos has already begun implementing these changes and is working to restore nearly all of the app's missing features, with over 80% already reintroduced. The leadership team has also pledged to forgo bonuses unless they successfully improve the app experience and rebuild customer trust, indicating a serious commitment to rectifying past mistakes and enhancing overall customer satisfaction.