We do both.
Martin Logan

“Focus group” is fine. What you don’t want is the external customer to call the developer with a question.

And you don’t want to put a developer in a situation when they can make a promise on behave of the company.

And talking about extreme case — once I worked with a programmer, who was sent to a customer site and, while there, started talking to the customer about how crap the code was and how many buts needed fixing (the code was bad, so he was not lying, but it does not mean that you want developers to volunteer this to the customers who are paying the bill).

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