Riyadh: The Ministry of Hajj and Umrah is enhancing, in integration with government, service, and regulatory entities within the Hajj ecosystem, efforts to measure beneficiary satisfaction, contributing to improving service quality provided to pilgrims and raising operational efficiency in preparation for the 1447 AH Hajj season.
According to Saudi Press Agency, the ministry is implementing programs to measure beneficiary satisfaction and service performance quality based on precise scientific methodologies, covering the pilgrims' journey across seven main stages. This journey begins with Hajj registration and arrival in the Kingdom, continues through performing rituals and movement between the holy sites, and concludes with departure. The system enables continuous and real-time monitoring of satisfaction levels and analysis of the pilgrim experience across service locations.
The measurement system has witnessed notable expansion, covering more than three million Hajj and Umrah pilgrims from 177 nationalities in 2025, compared to 50 nationalities in 2022. This reflects the growing scope and diversity of evaluation, enhancing the accuracy of indicators that support service improvement and decision-making.
Efforts are based on utilizing field data through analyzing measurement results, identifying improvement opportunities, and following up on their implementation in coordination with relevant entities, thereby addressing observations and raising satisfaction levels.
The ministry is developing measurement tools and expanding data collection channels through five main methods, including field interviews, the Nusuk application, the mystery guest program, and focus groups. With the participation of more than 200 staff members as well as technological solutions, the results are an enhanced integration of efforts, standardized evaluation methodologies, and accelerated response to feedback.
These efforts are part of the ministry's approach to continuous improvement by listening to pilgrims' feedback, measuring their experience, and transforming insights into development initiatives that enhance service quality and ensure a smooth and safe journey.