Sonos, the speaker-maker company, recently announced a series of reforms in response to a disastrous app update in May that caused a loss of customer trust and led to job cuts. CEO Patrick Spence acknowledged the mistakes made and stated that he and other company leaders would forgo their bonuses unless certain benchmarks are met. The company has been updating the app with new features and improvements every two weeks and is close to completing a full overhaul.
The new app update did not allow users to perform essential functions such as accessing their music libraries, setting sleep timers, and downloading the app. Sonos has been on an apology tour since the release, with Spence issuing statements of contrition, considering bringing back the previous app, and engaging with angry customers on Reddit. Spence admitted that the app’s issues were due to insufficient testing and a rushed release of multiple features.
To address the app mishap, Sonos has promised to extend speaker warranties, improve app testing, release upgrades every two to four weeks, and appoint a quality ombudsperson to monitor tech development. The company is also forming a customer advisory board to provide input on necessary improvements before broad release. Despite the app’s negative impact on sales and job cuts, Sonos saw a 6% increase in third-quarter sales and turned a profit.
Spence stated that no additional job cuts were planned, and the company is working on new metrics to measure leaders’ success for bonuses. The CEO received a reduced cash bonus and is committed to continuing reforms until customer satisfaction is achieved. Sonos aims to improve the overall user experience, learn from past mistakes, and ensure that customers receive the best service going forward. By implementing these reforms and actively engaging with users, Sonos is working to regain customer trust and rebuild its reputation.
