During Ramadan 1445H, the National Center for Performance Measurement (Adaa) began measuring pilgrims’ satisfaction with government services provided for performing Umrah and visiting the Prophet’s Mosque, covering over 46 services from more than 16 government entities.

Eng. Rashid bin Abdullah Al-Qaoud, Director General of the Center, stated that measuring pilgrims’ satisfaction is a priority for the Kingdom’s leadership to ensure high-quality services and smooth facilitation of Umrah rituals and visits to the Prophet’s Mosque.

The assessment locations include King Abdulaziz International Airport in Jeddah, Prince Mohammed bin Abdulaziz International Airport in Madinah, the Grand Mosque, the Prophet’s Mosque, and the holy sites, as well as other service delivery locations. Measurement begins from contracting and obtaining permits, travel to Mecca, performing Umrah, utilizing support services, and concluding with departure to Madinah.

The Center employs multiple measurement tools, including electronic surveys, field surveys, and the “mystery beneficiary” tool, which conducts secret visits to all sites. The evaluation focuses on key service standards, such as electronic services, service readiness, clarity of procedures, employee performance, and service execution speed.

Measuring the performance of Umrah rituals and visits to the Prophet’s Mosque is considered one of the Center’s most important annual assessments during Ramadan, conducted in collaboration with relevant government agencies to enhance and improve services for pilgrims.