Makkah, 6 May 2026

The Ministry of Hajj and Umrah is continuing to strengthen its beneficiary satisfaction measurement system in integration with the government, service and regulatory bodies working within the Hajj system, aiming to raise service quality and improve the experience of the Guests of God ahead of the Hajj season of 1447 AH.

These efforts are part of the ministry's approach of continuous service development by analyzing the experience of pilgrims and Umrah performers and using measurement results to improve operational performance and service efficiency.

Comprehensive Measurement Covering the Entire Pilgrim Journey

The ministry runs advanced beneficiary satisfaction programs built on rigorous scientific methodologies, covering seven main stages of the pilgrim journey, from registration and arrival in the Kingdom, through the performance of the rituals and movement between the holy sites, to departure.

The system monitors satisfaction continuously and in real time and analyzes the pilgrim experience at different service locations, supporting fast and efficient development decisions.

Major Expansion in the Scope of Evaluation

The measurement system expanded notably in 2025, covering more than 3 million pilgrims and Umrah performers from 177 nationalities, compared with only 50 nationalities in 2022, an indicator of the diversity of the evaluation scope and the accuracy of the indicators used to improve services.

The expansion also provides more comprehensive data that supports service development and raises the satisfaction of the Guests of God.

Using Data to Improve the Experience of the Guests of God

The ministry's efforts rest on drawing on field data and analyzing measurement results to identify improvement opportunities and follow up on their implementation in coordination with the relevant bodies, addressing observations and raising service quality.

The ministry also continuously develops its measurement tools and widens its data collection channels across five main methods: field interviews, the Nusuk app, the mystery guest program, focus groups and modern technology solutions.

200 Staff Supporting Measurement and Development

More than 200 staff take part in implementing the measurement system, working to unify evaluation methodologies and speed up the response to observations, strengthening integration among the different bodies and raising performance during the Hajj season.

The ministry said these initiatives extend its commitment to listening to the Guests of God and turning measurement results into development initiatives that make the Hajj experience easier and safer.

At a Glance

  • Location: Makkah
  • Date: 6 May 2026
  • Body: Ministry of Hajj and Umrah
  • Beneficiaries: more than 3 million pilgrims and Umrah performers
  • Nationalities: 177
  • Measurement tools: Nusuk app, mystery guest, field interviews
  • Staff: more than 200