The objective of the thesis was to determine the level of customer experience Kampaamo Verstas produces, the factors that affect the formation of the customer experience, and how the customer experience could be developed.

The theoretical framework for the thesis was built based on the formation, measurement and management of customer experience. In addition, the work also focused on the customer path, which was used as a base for the survey. The study was quantitative and a Webropol questionnaire was used to collect the research data. The questionnaire was emailed to the 1,446 customers found in the sponsor's client register. The survey link was also posted on the sponsor's Facebook page. A total of 146 customers responded to the survey, meaning the response rate was 10%.

The analysis of the research data obtained by the survey utilized Webropol analysis tools such as comparisons and cross-tabulation using different background variables. The answers received through the open questions were grouped according to content and the frequently occurring answers were highlighted. The results are shown using various illustrative patterns and tables.

Based on the results, the customer experience of Kampaamo Verstas is at a very good level. Customers think that they receive high quality and professional service in Verstas and would be happy to recommend Verstas to their friends. A few factors related to the appointment system and ergonomics emerged from the results, and developing those could further improve the level of customer experience. The study provided a good understanding about the current status of the customer experience at Kampaamo Verstas.