On October 1, 2024, Sonos announced a broad series of reforms aimed at restoring its reputation following a disastrous app update in May. The company detailed seven new commitments, which emerged from an internal review of the problematic app release.
Sonos CEO Patrick Spence stated that the company's immediate priority is fixing the app and translating lessons learned into actionable improvements. These commitments are designed to address the root causes of the app's issues and to rebuild customer trust.
To underscore the seriousness of these commitments, the Executive Leadership Team will forgo annual bonus payouts for the October 2024 - September 2025 fiscal year unless significant improvements in app quality and customer trust are achieved. The company also reported that over 80% of the app’s missing features have been reintroduced, with nearly 100% expected soon, and reliability and speed have improved with bi-weekly updates.
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