Ministry of Hajj and Umrah Continues Measuring the Experience of the Guests of Allah via Integrated Field and Digital Framework

The Ministry of Hajj and Umrah continues its efforts to measure the experience of the Guests of Allah during the Hajj season of 1447 AH. This is conducted within a comprehensive field and digital framework designed to analyze the pilgrim's journey at various stages, translating feedback into operational indicators that contribute to improving the quality of services provided. 

The number of field visits dedicated to evaluating service quality and measuring satisfaction has exceeded 1,800. Meanwhile, the number of covered hospitality centers evaluated for pilgrim satisfaction surpassed 457 centers, and the number of "Mystery Shopper" visits—which serves as one of the key tools for assessing the satisfaction of the Guests of Allah—reached 347 visits. 

The Ministry implements its evaluation operations through 7 diverse measurement tools, including field interviews, the "Nusuk" application, telephone calls, SMS, social media platforms, and the mystery shopper program. This approach ensures outreach to a wide demographic of the Guests of Allah and monitors their experiences across multiple channels. 

The scope of these measurement operations covers three main sectors: Makkah, the Holy Sites, and Madinah, alongside service locations throughout various regions of the Kingdom. These include air and land ports of entry, the Miqats (places for entering Ihram), reception and crowd management centers, hotels, residential units, and cultural enrichment sites. 

The target evaluation categories encompass the Guests of Allah, Hajj companies, personnel operating within the Hajj ecosystem from relevant government entities, and the Ministry’s internal departments. This provides a comprehensive overview of the experience from the perspectives of the beneficiary, the service provider, and the operational entities participating in the season. 

The Ministry of Hajj and Umrah continuously monitors the satisfaction of the Guests of Allah as a core component of daily Hajj season management. This process goes beyond merely identifying satisfaction levels; it actively helps pinpoint opportunities for improvement, elevates service quality, and ensures that the pilgrim's voice remains central to developing the experience both during and after the season.