In case you haven’t been paying attention, Sonos released a new app experience earlier this year, but it removed a lot of key features and was significantly less capable than the previous app. It didn’t work to the satisfaction of most users. Why people loved Sonos in the first place.
The app has already made great strides in recent months, but CEO Patrick Spence today detailed how it will win back customer trust. Since the app was released in May, more than 80% of the missing features in the app have been reintroduced (said to reach 100% in the coming weeks), and reliability and speed have improved with each release. Sonos says there are.
You can check out all the upcoming improvements the company is introducing below. There are two main improvements: extending the consumer warranty for all currently covered speakers by one year, and introducing a beta testing program that allows users to opt-in. Rather than being forced to update.
How SONOS plans to regain trust
Unwavering focus on customer experience. To ensure we provide the highest level of customer experience, we always establish ambitious quality benchmarks at the beginning of product development and never launch a product before meeting these standards. We’re also strengthening the tools we need to measure the quality of the experience we deliver to our customers to ensure we maintain the standards they expect. Increase the rigor of the pre-launch testing phase. Our beta testing program includes more types of customers and more diverse setups over a longer testing period. This allows you to discover, diagnose, and resolve customer concerns faster before they go to market. Show humility when introducing change. In contrast to the automatic bulk app release we published in May, major changes to Sonos apps will be released in stages, allowing customers to make adjustments and provide feedback before they become the default. For new features that are narrow in scope, we will introduce an opt-in experimentation option in the app for customers who wish to participate in testing. Appoint a quality ombudsman. This new role will ensure employees have a clear path to escalate concerns about quality and customer experience. This person is consulted by executives throughout the development process and prior to product launch. In this role, the Ombudsperson will ensure transparency, issue reports to management and employees twice a year, and submit regularly to the Sonos Board of Directors.
In addition, we will work on the following to restore customer trust.
Extend your home speaker warranty. To reflect our strong belief in the quality of our products, we are extending the manufacturer’s warranty for all currently covered home theater and plug-in speaker products by one year. Constantly improve your app experience with regular software upgrades. Even after this issue is resolved, we will continue to publish updated mobile software versions every 2-4 weeks to optimize and enhance your software experience. Establish a customer advisory committee. To ensure we never forget the voice of the customer, this committee provides feedback and insights from a customer perspective to help shape and improve our software and products before launch.
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