Referreport
2024 is not a good year for Sonos, the US manufacturer of audio entertainment technology. This is mainly due to failed release the new app in the spring, which caused a lot of dissatisfaction. In one official announcement dated October 1, 2024, the company explains that it took the time to listen to its employees and customers in order to learn from its mistakes. Sonos seems to have drawn conclusions from its analysis and has now presented steps with which it wants to regain customer trust.
The seven-point plan
In the statement, the company reveals seven areas in which it wants to improve:
- Quality above Quantity: Sonos wants to set high quality standards at the beginning of product development and only bring products to market when they meet these standards.
- Tough Tests: The manufacturer wants to include a broader range of customers and more different configurations in its beta testing program in order to be able to identify and resolve problems more quickly before market launch.
- With peace and comfort: Sonos would like to release any major changes to the app gradually in the future, so that users have the opportunity to adapt to the new features and provide feedback before the innovations become standard.
- Full quality control: The company wants to create a new position: There will be a quality representative who will enable employees to raise concerns about quality and customer experience. In addition, the quality manager should report regularly to the board and publish reports twice a year.
- Longer warranty period: Home theater and plug-in speakers receive a one-year longer manufacturer’s warranty.
- Updates: The Sonos app will be updated regularly every two to four weeks in the future.
- Customer is king: The manufacturer plans to set up a customer advisory board so that it does not influence the opinions of its customers Eyes loses. The panel will provide feedback and insights from the consumer perspective.
Sonos without bonus
Towards the end of the announcement, the company announced that management would like to waive their bonus payment for the October 2024 to September 2025 financial year if it Sonos fails to improve the quality of the app and restore customer trust. However, missing the targets is unlikely to cause financial problems for the bosses.
Source: German