Customer experience and customer satisfaction are the main factors that make a successful business and a successful product. If the product or service purchased by customers did not satisfy them, and in travel business if the experience did not satisfy the customers, the future of that product or service seems rather short. Therefore it is important for businesses to know their customers, what they want and need as well as to meet them to give their customers the best experience that will make them satisfied.

More recent studies show that mere satisfaction is not enough to keep the business successful, but, in addition to satisfaction, also customer retention and customer loyalty are required. Loyal customers are usually very satisfied customers making multiple repurchases at the company. The loyal customer can make up even 50% of the business’ revenue annually.

The aim of this bachelor’s thesis was to find out whether the new travel product pack-age created by the Finnish travel agency Ikaalisten Matkatoimisto Oy for the summer 2015 was successful among the customers. The objective of the questionnaire survey conducted was to find out how satisfied customers were with various aspects of the product package and to find out possible negative issues in the package.

The results of the questionnaire survey showed that the new product package was accepted by the customers of the travel agency and it was successful from both the customers’ and the travel agency’s perspective.