Makkah — The National Center for Performance Measurement (Adaa) has begun its 1446H Ramadan assessment to measure the satisfaction of pilgrims with government services provided during the Umrah and Prophet’s Mosque visit journey, covering more than 93 services delivered by over 16 government entities.

Eng. Rashid bin Abdullah Al-Qaoud, Director General of Adaa, noted that the Center continues to receive the generous support of the Kingdom’s leadership — may Allah preserve them — to ensure all necessary facilitation for evaluating the satisfaction of Umrah performers and visitors to the Prophet’s Mosque.

Al-Qaoud noted that this journey is one of the key experiences measured by Adaa, as it provides insights into the satisfaction levels of pilgrims with services offered at designated locations, including King Abdulaziz International Airport in Jeddah, Prince Mohammed bin Abdulaziz International Airport in Madinah, the Grand Mosque, and the Prophet’s Mosque.

He added that Adaa relies on multiple measurement tools — electronic surveys, field surveys, and the Simulated Umrah Participant methodology, which involves confidential field visits across all service points. These tools assess overall service satisfaction and identify improvement opportunities based on several criteria, including service procedures, employee performance, service speed, and overall quality. Adaa also works to enhance transparency by sharing beneficiary experience reports with relevant stakeholders.

The assessment covers all stages of the journey, starting from permit issuance and travel to Makkah and Madinah, followed by mobility and support services, visits to the Grand Mosque and the Prophet’s Mosque, and ending with pilgrims’ departure. The evaluation is conducted in cooperation with government entities to improve the quality of services provided to the Guests of Allah during Ramadan.