"Our priority since its release has been - and continues to be - fixing the app. There were missteps, and we first went deep to understand how we got here, and then moved to convert those learnings into action," Sonos CEO Patrick Spence said in a statement. "We are committed to making changes to get us back to being the brand people love by offering the best audio system for the home and beyond."
Sonos' new plan focuses on two key pillars: addressing the core issues that plagued the app's performance, including its readiness and missing features, and regaining user trust. The commitment to 'unwavering focus on the customer experience' aims to set 'ambitious quality benchmarks' at the outset of product development, ensuring that nothing is released until these standards are met.
To ensure accountability, Sonos will appoint a quality ombudsperson, a designated contact for employees with concerns about quality and customer service. This individual will play a crucial role in advising leadership during development and will provide semi-annual reports to help the entire company stay informed of quality issues.
Another aspect of Sonos' strategy is enhancing the testing process, expanding the beta program to include a wider range of users and setups, and increasing the duration of testing phases. This initiative is designed to see user feedback incorporated more swiftly and effectively, addressing concerns before full-scale deployment.
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