Özet:

It is a great advantage for companies to adopt a customer-oriented approach to survive. Customers purchase products or services that meet their expectations, they no longer purchase what is offered to them. Because of that, companies follow various strategies to listen to customers and meet their needs and expectations. One of these strategies is the call centers that provide communication between the company and the customer. Companies aim to increase the level of satisfaction by solving the problems of customers through call centers. Therefore, they conduct a satisfaction survey to ensure that customer satisfaction is manageable, measurable, and comparable. The study aims to evaluate customer satisfaction with the help of process mining, which also takes into account customer satisfaction surveys. The 42185 event logs of the 11-day (18 - 28 March 2019) of the call center department held in the company's IT system were used for process mining. First of all, the flow of the customers participating in the satisfaction survey and not participating in the system was discovered. Then, two flows was analyzed for the customers who scored 5 (very satisfied) among the surveyed customers and other customers. One of the results of the study is that the customers who are held during the call give higher scores. This result shows that customers are more concerned with meeting their needs than waiting. Therefore the information obtained as a result of the study is capable of guiding the company's process-oriented management, process improvement studies, and strategy studies.

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