Sonos announces major commitments to win back the trust of its customers

Sonos mobile app | Image credit: Sonos

In an attempt to prevent even more customers to switch to other products, Sonos recently published a public roadmap for its new app, which shows in advance what users can expect to get in the foreseeable future.Sonos also delayed the launch of some of its products, which won’t be released on the market until the app is fixed. This isn’t something that Sonos is doing to show its commitment to address all the app’s issues, it’s simply a necessary decision because the new products would offer the same awful user experience to those buying them.

Earlier this week, Sonos announced new commitments “to show our renewed focus on software quality, customer experience, and delivering the excellence you deserve from Sonos.”

If you’re still using Sonos products on a daily basis and hope that the company will end up fixing the app sooner rather than later, then read on because here is what’s going to happen.

First off, all the commitments announced by Sonos this week focus on addressing the root cause of the app release issues, as well as on winning back the trust of its customers.

The first thing reiterated by Sonos is that the company will not launch new products until they meet the highest level of customer experience. Sonos also promises to enhance the tools needed to measure and maintain the standards customers expect.

Secondly, Sonos announced that its beta testing program will include a broader range of customer and more diverse setups, which will allow the company to diagnose and resolve issues faster.

More importantly, Sonos revealed that going forward, any major change to the Sonos app will be released gradually, allowing customers to adjust and provide feedback before it becomes the default. The company will also offer customers the option to opt in to test new features.

Last but not least, Sonos is creating a new role – Quality Ombudsperson, who will ensure employees “have a clear path to raise concerns regrading quality and customer experience. This person will report directly to executive leadership, publish reports twice a year, and present regularly to the Sonos board of directors.

Apart from the commitments above, which focus on fixing the app, Sonos also announced some commitments that are meant to regain the trust of its customers.