The Ministry has approved the evaluation results for service provider companies serving external pilgrims for the 1447 AH Hajj season. This step comes as part of its ongoing efforts to develop the pilgrim service ecosystem, elevate service quality, and enhance transparency in evaluating the performance of service providers, in line with the objectives of Saudi Vision 2030 and the Pilgrim Experience Program.
The evaluation results encompassed companies contracted with Pilgrim Affairs Offices, companies contracted with affiliated organizers, and companies operating under the direct Hajj model. Within each track, companies were classified into three tiers: Tier 1 (Outstanding Performance), Tier 2 (Very Good Performance), and Tier 3 (Good Performance), based on the approved evaluation outcomes.
The Ministry added that the evaluation is updated annually following each Hajj season and is based on two primary criteria: Compliance and Adherence (weighted at 60%) and Quality of Service Performance (weighted at 40%). These metrics rely on field monitoring, documented data and evidence, and pilgrim satisfaction assessments, alongside receiving, studying, and addressing objections prior to approving the final results to ensure precision and fairness.
The Ministry emphasized that publishing the evaluation results aims to reinforce transparency, inform relevant stakeholders of the outcomes, and motivate service providers to continuously improve their performance and elevate the quality of services delivered to the Guests of Allah.
The Ministry noted that approving and publishing these results represents an extension of its efforts to advance the external pilgrim service system. The evaluation seeks to enhance service quality, provide an objective and fair measurement of service provider performance, promote compliance with regulatory and operational requirements, and support continuous improvement and regulatory decisions. Furthermore, it aims to foster a culture of positive competition among service providers, encouraging them to adopt best operational practices that will positively reflect on the level of services provided during upcoming seasons.
