Mecca: The Adaa Center is measuring the experience of pilgrims and visitors throughout their Umrah journey and visit to the Prophet's Mosque, covering more than 87 services provided by 16 government entities. The initiative forms part of ongoing efforts to improve and elevate the quality of services offered during the year 1447 AH.
According to Saudi Press Agency, the assessment tracks the beneficiary journey across all stages, from obtaining permits and arranging travel to performing Umrah, visiting the Prophet's Mosque, and completing departure procedures. The approved measurement methodology spans multiple key locations, including King Abdulaziz International Airport, Prince Mohammad Bin Abdulaziz International Airport, the Grand Mosque, and the Prophet's Mosque.
The center employs a combination of electronic and on-site field assessments, in addition to utilizing the 'simulated pilgrim' approach to evaluate service performance. These tools enable monitoring of satisfaction levels, analysis of key performance indicators related to the pilgrim experience, and identification of opportunities for further development and service enhancement.