Ministry of Hajj and Umrah Expands Beneficiary Satisfaction Measurement System for Hajj Season 1447 AH
وزارة الحج والعمرة توسّع منظومة قياس رضا المستفيدين لموسم حج 1447هـ
The Ministry of Hajj and Umrah, in integration with government, service, and regulatory entities within the Hajj ecosystem, is strengthening its efforts to measure beneficiary satisfaction. This initiative aims to improve the quality of services provided to the Guests of Allah and enhance operational efficiency in preparation for the Hajj season 1447 AH. The Ministry implements programs to measure beneficiary satisfaction and service performance quality according to precise scientific methodologies. These programs cover the pilgrims' journey across seven main stages, starting from Hajj registration and arrival in the Kingdom, through performing rituals and moving between the Holy Sites, and concluding with departure. This allows for continuous and real-time monitoring of satisfaction levels and analysis of the pilgrim's experience at service locations. The measurement system has seen significant expansion, covering more than 3 million pilgrims and Umrah performers from 177 nationalities during 2025, compared to 50 nationalities in 2022. This reflects the broadened scope and diversity of the evaluation, enhancing the accuracy of indicators that support service improvement and decision-making. These efforts focus on utilizing field data by analyzing measurement results, identifying improvement opportunities, and following up on their implementation in coordination with relevant authorities to address observations and raise satisfaction levels. Furthermore, the Ministry is developing measurement tools and expanding data collection channels through five primary methods: field interviews, the "Nusuk" application, the "Mystery Guest" program, focus groups—with the participation of more than 200 employees—and technical solutions. This enhances the integration of efforts, contributes to unifying evaluation methodologies, and accelerates the response to feedback. These efforts are an extension of the Ministry's approach to continuous improvement by listening to the opinions of the Guests of Allah, measuring their experiences, and transforming the outcomes into developmental initiatives that contribute to raising service quality and achieving a smooth and safe experience for them.