How do defence contractors usually handle customer satisfaction research?

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Working on a project for a mid-size aerospace supplier and not sure if standard surveys even work here. Any experience with this sector?

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Wei Zhang · Answer

Standard surveys rarely cut it here — the customer base is tiny and relationships are everything. Most contractors rely on structured interviews (usually 6-10 key stakeholders per program) combined with after-action reviews tied to contract milestones. Net Promoter Score is basically useless in this context; focus on relationship health metrics and specific program performance criteria instead.

How do defence contractors usually handle customer satisfaction research?

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