Sonos recommits to bettering consumer expertise in a brand new weblog put up

One other chapter has begun within the Sonos Fumble Saga, which signifies that the corporate has as soon as once more dedicated to doing higher utilizing PR-speak and pledges starting from imprecise to middling.

As we speak, Sonos announced some new guarantees, centered across the thought of setting new requirements and rebuilding belief with their buyer base. This comes after a failed new app launch in Could that resulted in complaints from customers because of in depth bugs and lacking options, which Sonos CEO Patrick Spence has apologized for, and acknowledged has precipitated product delays and impacted anticipated earnings for This fall in 2024.

Sonos needs to make amends

The corporate acknowledges it “fell brief” and has realized from its errors

As we speak’s weblog put up from Sonos contains seven key commitments that the corporate is making, from the very imprecise “unwavering deal with buyer expertise” primarily based on not launching merchandise till they meet some unnamed standards, to the extra particular extension of some present house speaker warranties by a 12 months.

“We’re dedicated to creating Sonos even higher than it was earlier than, and to by no means fall wanting our promise once more,” stated Spence in an accompanying video.

Additional down the weblog put up, Sonos calls again to its earlier dedication of releasing software program updates to its new app roughly each two weeks, writing that “Greater than 80% of the app’s lacking options have been reintroduced and the corporate expects to have virtually 100% restored within the coming weeks.” Moreover, Sonos writes that reliability and pace have been improved as effectively.

Different commitments embrace new roles, and doubtlessly forgoing bonuses

These motion objects are a bit extra tangible, however not by a ton

Sonos

Apparently, the fourth dedication centered round high quality assurance is that Sonos might be appointing a High quality Ombudsperson, who will “guarantee workers have a transparent path to boost issues concerning high quality and buyer expertise,” with this ombudsperson reporting to the executives, offering stories, and commonly assembly with the board of administrators at Sonos.

On the floor, this dedication could seem to be a giant one, because it’s including a complete new individual into the combination of high quality assurance. In apply, an ombudsperson is a liaison, and the online impact of creating an organization more and more bureaucratic may not essentially be a optimistic one, and will even have the impact of slowing down enchancment.

Sonos can also be committing to establishing a Buyer Advisory Board, to “present suggestions and insights from a buyer perspective,” with the hope that it’ll enhance software program and merchandise previous to launch. Hopefully these on the board know to have a look at Reddit.

One other notable level that Sonos sees as a “demonstration of the importance of those commitments” is that the chief management group at Sonos “won’t settle for any annual bonus payout for the October 2024-September 2025 fiscal 12 months until the corporate succeeds in bettering the standard of the app expertise and rebuilding buyer belief.”

What both of these circumstances will seem like in apply stays unclear, and because it’s clear that any company govt group makes extremely excessive salaries to start with, this dedication particularly feels extra like posturing than something. The Globe and Mail reported that Spence made $5.9 million in 2023, with a bonus of roughly $72,000.

With these commitments, some imprecise and seemingly empty, and a few extra actionable, let’s hope that Sonos can transfer ahead from the “listening and studying” portion of this fumble and make some tangible enhancements, and hopefully these “enhancements” do not embrace laying off another 100 people.