Why Companies Need a Beneficiary Impact Measurement Framework
- Aman Zaid
- Jun 29
- 4 min read
As government agencies in the Kingdom of Saudi Arabia strive to improve the quality of services and enhance beneficiary satisfaction, the beneficiary experience relies on a unified and approved methodology developed by the National Center for Performance Measurement (Adaa). This methodology aims to accurately measure the beneficiary experience, support continuous improvement efforts, and enhance transparency. By surveying beneficiary opinions, agencies are able to develop their services in line with global best practices.
What are the Beneficiary Experience Measurement Methodologies?
Beneficiary experience measurement methodologies are a set of methods and tools used to understand and evaluate beneficiaries' interactions with the services provided to them. Beneficiary experience (BEX) is measured using a standardized and approved methodology, aligned with leading practices, developed by the National Center for Performance Measurement (Adaa) in the Kingdom of Saudi Arabia. This methodology ensures:
Accurate evaluation.
Continuous improvement.
Supporting transparency in public service delivery.
This methodology focuses on surveying beneficiary opinions to promote continuous improvement of public services.
Key methodologies include:
Measuring overall satisfaction with the service.
Evaluating accessibility and service usability.
Measuring the quality of interaction with the service provider.
Monitoring the digital experience (if applicable).
Analyzing improvement points and challenges.
Types of Beneficiary Experience Measurement Methodologies
Quantitative Research Methods: These involve systematic collection of numerical data through surveys such as interviewer-led telephone surveys, face-to-face surveys, and self-administered web-based surveys. These surveys quantify beneficiary satisfaction across various service dimensions and demographic segments.
Qualitative Research Methods: These collect unstructured data in textual format to explore beneficiary experiences deeply, often through focus groups and open-ended survey questions.
Mixed Research Methods: These combine both quantitative and qualitative data collection to provide a comprehensive view of beneficiary experience.
Mystery Shopping: Engaging trained evaluators to assess service compliance with quality standards by observing and reporting on the service experience.
This methodology emphasizes the macro-journey and sub-journey dimensions of the beneficiary experience, integration of responses from different channels to enrich data, and identification of improvement areas and root causes to enhance service quality
What is the Adaa Beneficiary Experience Measurement?
It is a methodology designed to measure beneficiary satisfaction with government services by surveying their opinions and analyzing their journey while using the service. The goal is to:
Improve service quality.
Support data-driven decision-making.
Enhance transparency and accountability.
Performance methodology for measuring beneficiary satisfaction typically includes:
Satisfaction surveys: Structured questionnaires are sent to beneficiaries after a service is provided (e.g., after a training course or interaction with the public service). These questionnaires include questions about satisfaction with the service, staff, punctuality, and other quality dimensions.
Data collection and analysis: Responses are collected via online links or interviews and then analyzed quantitatively to derive overall satisfaction scores and identify demographic or service patterns.
Using feedback: The results inform decision-making to improve and develop services, ensuring they meet beneficiary needs and expectations.
The Methodology's Foundations:
Standardization:
A unified satisfaction measurement framework is used across all government entities to ensure comparability and follow-up.
Diversity:
The methodology includes a set of research tools that combine quantitative and qualitative research, as well as field observation.
Centered on the beneficiary:
Focuses on the actual beneficiary experience at all stages of their interaction with the service (before, during, and after).
Key Evaluation Areas:
The performance evaluation methodology includes several dimensions of the beneficiary experience, such as:
Ease of access to the service.
Clarity of procedures.
Speed of completion.
Staff interaction and quality of communication.
Overall satisfaction with the service.
Final Outputs:
Periodic analytical reports submitted to government entities.
Comparative indicators across different entities and sectors.
Practical, data-driven recommendations for service improvement.
Importance:
Enables decision-makers to see the true voice of the beneficiary.
Supports continuous improvement through direct feedback from the public.
It is used as a primary tool for improving the efficiency of government services and achieving citizen and resident satisfaction.
Our Commitment to the "Adaa" Methodology for Measuring Customer Experience
As a Saudi consulting firm specializing in improving customer and customer experience, Steady Pase Consulting adopts the national "Adaa" methodology as the primary reference framework for government and private entities.
This methodology is a unified and approved standard for measuring customer experience in the Kingdom. It was developed by the National Center for Performance Measurement (Adaa) to ensure the highest levels of efficiency and quality in the provision of public services.
How We Apply the "Adaa" Methodology in Our Projects:
A Comprehensive Analysis of the Customer Journey
We begin with a detailed understanding of the customer experience at every stage of their interaction with the service, in line with the pillars of the "Adaa" methodology.
Designing Measurement Tools According to the Methodology
We develop survey tools and questionnaires based on "Adaa" indicators to accurately measure customer satisfaction and quality of experience.
Conducting Field Studies and Analysis
We collect quantitative and qualitative data using proven scientific methodologies and analyze it to extract actionable insights.
Provide practical, data-driven recommendations.
We develop well-thought-out improvement plans based on actual measurement results, ensuring continuous improvement and enhancing beneficiary satisfaction.
Alignment with the goals of Saudi Vision 2030
We link performance results to national transformation and quality of life goals to ensure a real and sustainable impact.
Difference Between Saudi and Global Performance in Beneficiary Experience Measurement
Globally, measuring beneficiary satisfaction often involves similar survey-based approaches, but may vary in their degree of integration and standardization. The Saudi methodology, developed by Adaa, is highly structured and aligned with Vision 2030 initiatives, emphasizing a unified approach across government agencies. The methodology integrates multiple data collection methods, focuses on both the overall and sub-journey dimensions, and includes a detailed root cause analysis to drive service improvements. Saudi efforts also include specific applications such as measuring beneficiary satisfaction with e-training and health insurance beneficiary surveys conducted by the Council of Health Insurance (CHI), with a focus on access, coordination, and awareness of regulatory roles.
Conclusion
The Beneficiary Experience Measurement methodology developed by the National Center for Performance Measurement (Adaa) represents a strategic tool to support the improvement of the quality of government services in the Kingdom. By adopting diverse and comprehensive research methods, this methodology contributes to accurately monitoring beneficiary opinions, identifying areas for improvement, and enhancing transparency and accountability. It also enables entities to make decisions based on realistic data, enhancing beneficiary satisfaction and raising the level of services provided, in line with Saudi Vision 2030.
