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Sony: PSN Outage 'Woke Up' Dormant Customers

Matt Gardner
PSN, PSNgate, Soichiro Saida, Sony, Sony Entertainment Network

Sony: PSN Outage 'Woke Up' Dormant Customers

Sony have suggested that PSNgate may have had more of a silver lining than previously anticipated, saying that far from pushing away customers, it instead reignited previously 'dormant' users and has allowed the company to improve the provision of its services across the board.

One would think that dropping the ball in such spectacular fashion as Sony did earlier this year would have been something of a kick in the teeth in terms of consumer confidence, but apparently the adage 'any publicity is good publicity' is more appropriate.

Speaking to TechRadar, Soichiro Saida, senior director of global business strategy and development at Sony, suggested that revenue is up, customers have awoken and that post-PSNgate things are actually better than ever.

'Our outage has woken up our dormant customers, we have improved the platform, the content, how you can access your content,' he said. 'We have increased the revenue of games by 14 percent. We have acquired 800,000 active users for Music Unlimited, five percent revenue for Video Unlimited and we now have three million accounts for this service.

"We created the welcome back package, which is one of the reasons for the upsurge in activity on the site.'

Saida believes that the company's transparency and honesty in trying times has helped to foster a stronger sense of community, reiterating that Sony have overhauled their security protocols to make for a far more secure range of services.

'We have put various security issues in place, moved the data centre, automated log-in can now be blocked, we have monitoring system so we can detect it much more sooner,' Saida continued. 'We also have the insurance scheme to protect those customers. We also notify customers if the password strength is not enough.

'Sony has been attacked but we have been upfront and honest and informed the world about what has happened.

"Network companies get hacked all the time – but do they make a noise about it? This is happening all of the time, it happened to us and it is about educating the consumers, making sure that they have their ID protected.'

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