Contact Centre Strategic Planning Survey 2016/17

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DCU are currently collaborating in a Contact Centre Analytics project in partnership with IT Solutions Ltd. and as such are conducting some research in the area.


Our current research intends to identify, understand and analyse the Strategic Planning Process in Organisations and the impact Customer Experience has on such decisions in order to identify and suggest possible ways to enhance this process through the use of more effective modelling and tools.


The questionnaire shouldn’t take more than 5 – 10 minutes to complete.


As a thank you for your participation, you have the option to enter into a draw, the winners of which will receive a free Business Process Improvement Analysis and accompanying Report carried out by our group. 


If you have any questions or comments regarding the questionnaire or the research in general, please do not hesitate to contact me at and I will be happy to get back to you as soon as I can. I would once again like to thank you for your participation. Upon reading this statement, please continue below to begin the questionnaire.


Kind regards,




Note: No personally identifiable information will be gathered during this questionnaire (unless expressly given by the respondent) and as such I can assure you that your confidentiality and anonymity will be maintained throughout. At this point I would like to inform you that of course you have the right not to take part in this questionnaire and you also have the right to withdraw at any stage of the process without consequence or judgment. To enforce this right, no partial data will be used unless the “Submit Survey” button has been ticked at the end of the process.


(Please Click Here if the survey is not displaying for you.)

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Orla is a Research Assistant in Dublin City University Business School. She holds a Masters in Electronic Commerce. Her research interests include Business Process Improvement, Operations Research and Strategic Decision Making.

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