The Ministry of Hajj imposes a minimum 75% satisfaction rate for pilgrims to address shortcomings
Ongoing efforts to improve services for pilgrims
In a strategic move reflecting the Kingdom of Saudi Arabia's commitment to providing the best services to pilgrims, the Ministry of Hajj and Umrah has unveiled a new set of regulations governing the measurement of performance quality and pilgrim satisfaction. These decisions come as part of the Ministry's ongoing efforts to achieve the goals of Saudi Vision 2030, which prioritizes serving pilgrims and Umrah performers, aiming to enrich their religious experience and facilitate the performance of rituals with ease and peace of mind.
Historically, the Kingdom's government has consistently dedicated all its material and human resources to developing the infrastructure in Mecca, Medina, and the Holy Sites. Today, the focus is shifting more deeply to the quality of services provided by the private sector. The Ministry has confirmed that the results of the new evaluation will directly impact the overall ranking of service providers, creating a healthy competitive environment that ultimately benefits the pilgrims.
Strict standards: 75% minimum pilgrim satisfaction rate
The Ministry of Hajj and Umrah has established strict monitoring standards to ensure the highest quality levels. The regulations stipulate that any company receiving an overall satisfaction rating of 75% or lower during the evaluation phases will be subject to legal accountability and the necessary regulatory measures. Furthermore, the Ministry has granted companies a short, decisive timeframe of only 3 to 6 hours to address any deficiencies in service quality identified on-site, depending on the nature of the observation, before the final evaluation score is finalized.
The ministry added that a final evaluation of 78% or less for the field visit would also subject the company to accountability. It emphasized that the measurement and evaluation processes would be conducted at the level of the companies' hospitality centers, and the results would be reflected in the company's overall evaluation. The ministry also stated that it could intervene directly with the hospitality center, depending on the nature of the observed situation, to ensure that the pilgrim's experience is not negatively impacted.
The pilgrim's journey at the heart of the measurement system
The Ministry clarified that the General Directorate for Beneficiary Satisfaction Measurement will oversee all satisfaction measurement processes and service quality evaluations. A key feature of this new mechanism is its comprehensiveness; measurement begins even before the pilgrim arrives in their home country and continues throughout their stay until their safe return. This holistic approach underscores that the pilgrim is the central focus of service and care within the Hajj system.
The instructions emphasized the obligation of service providers to conduct periodic self-assessments of performance quality and to submit the results of these assessments to the relevant department within the Ministry. The instructions also mandated that the companies facilitate the work of the Ministry's assessment teams and enable them to access all sites and facilities related to services provided to pilgrims without any obstacles.
Expected impact locally and internationally
Domestically, these measures will enhance the efficiency of national companies operating in the Hajj and Umrah sector, encouraging them to adopt best administrative and operational practices. The Ministry also instructed companies to document pilgrims' complaints and any negative field observations, addressing them promptly and effectively, and to participate in the satisfaction measurement workshops and programs that the Ministry announces periodically.
On both regional and international levels, these decisions send a clear message of reassurance to millions of Muslims worldwide, affirming that the Kingdom does not compromise on the quality of services provided to pilgrims. The application of these rigorous standards will contribute to enhancing the positive image of Saudi Arabia's organization of the Hajj season and underscore the Kingdom's global leadership in crowd management and the provision of hospitality services according to the highest international standards.
