Makkah — The National Center for Performance Measurement (Adaa) implements the “Simulated Pilgrim” methodology, a field-based evaluation designed to assess the performance of government entities during the Hajj season from within the pilgrim experience itself. Under this approach, a selected pilgrim undertakes the full Hajj journey without revealing his role as an evaluator, allowing him to experience every stage exactly as other pilgrims do — from permit applications and transportation to accommodation, services, and departure after completing the rituals.

The role of the Simulated Pilgrim goes beyond observation; it includes an objective assessment of all elements of the journey, such as service quality, staff interactions, the efficiency of digital systems, and the level of coordination among participating entities. Every aspect is meticulously documented to support service enhancement and to identify opportunities for improvement that strengthen overall performance.

This methodology reflects Adaa’s ongoing commitment to embedding a culture of evaluation and continuous improvement, and to utilizing field measurement tools to support the Guests of Allah, in line with the directives of the Kingdom’s leadership — may Allah preserve them — which consistently prioritizes the comfort and satisfaction of pilgrims and visitors.