We founded Nothing because we were unhappy with the status quo, and wanted to create products that we ourselves loved using, that we’d be proud to share with our closest friends and family.
Recently, there’s been some discussion online around product quality, and it made me pause. Because for great products, quality isn’t optional - it’s everything.
For the last couple of weeks, I’ve dug deep into the numbers with the team and they look great. From fault PPM, CSAT, NPS – we’re all industry leading, which was reassuring.
But we also understand that our devices play such an important role in people’s lives, and when something unexpected happens, it’s no longer a statistic. It’s very personal. It’s not enough that the overall numbers look good. Going forward, we will sharply improve how we handle these edge cases that fall through the cracks.
I also think that we have much to improve when it comes to communication. A lack of communication causes misunderstandings. Like our transparent product design, we should be transparent with how we speak to our community. We shouldn’t be afraid of communicating as equals, as friends. We have a lot of work to do here to improve.
Unfortunately, we’ve also found evidence of at least 2 competitors targeting these low probability product failures - including some that were induced - and using paid promotions to amplify these issues, so that they seem bigger than they are. They’ve been targeting our launch moments - in this case, CMF Phone 2 Pro. This is disheartening, but also a sign that they feel threatened by our future potential, which is a good thing!
