الضيافة الرقمية في السعودية.. اقتصاد يتسارع نحو المستقبل

Apr 17, 2025

شيماء إبراهيم 

 

أصبحت الضيافة الرقمية أحد أبرز المفاهيم الحديثة التي تعيد تعريف تجربة الضيافة التقليدية بروح الابتكار والتقنية في المملكة العربية السعودية. وفي ظل رؤية السعودية 2030، تمثل الضيافة الرقمية جزءًا محوريًا في تطوير قطاع السياحة، وتحسين تجربة الزائر، ورفع كفاءة الخدمات المقدمة، مما يضع المملكة في مصاف الدول الرائدة في إعادة رسم ملامح الضيافة في العصر الرقمي. وفي الفترة الأخيرة، بدأت المملكة في الاعتماد على منصات الحجز الذكية، وتجارب الواقع الافتراضي، وخدمات مخصصة تعتمد على الذكاء الاصطناعي.

 

حجم سوق الضيافة 

تبذل الحكومة السعودية جهودًا متواصلة لدعم قطاع الضيافة الرقمية ضمن رؤيتها الطموحة 2030، من خلال تبني أحدث التقنيات وتعزيز البنية التحتية الذكية في القطاع السياحي. وتشمل هذه الجهود إطلاق مبادرات استثمارية مثل "ممكنات الاستثمار في قطاع الضيافة"، وتحفيز تبني الذكاء الاصطناعي، وإنترنت الأشياء، والخدمات المؤتمتة في الفنادق والمنشآت السياحية. كما تعمل الجهات الحكومية، بالتعاون مع القطاعين العام والخاص، على تطوير أنظمة الحجز الذكي، وتسهيل إجراءات الدخول والمغادرة، وتحسين تجربة الزائر من خلال حلول رقمية متكاملة تعزز الكفاءة التشغيلية وتواكب تطلعات الجيل الجديد من المسافرين.

سجلت البيانات الأولية لأعداد ونسب التراخيص التي تم إصدارها خلال 2024، نموًا بنسبة 333% مقارنةً بعام 2023 في أعداد التراخيص في مرافق الضيافة السياحية الخاصة، حيث بلغ عددها 8.357 ترخيصًا في العام الماضي مقابل 1.929 ترخيصًا في 2023، وفقًا لأحدث الأرقام الصادرة عن وزارة السياحة السعودية. وأكد محمد الرساسمة، المتحدث الرسمي لوزارة السياحة، أن النمو المتزايد في أعداد التراخيص الصادرة يأتي تأكيدًا لحرص الوزارة على تمكين المستثمرين الأفراد في قطاع الضيافة من الحصول على ترخيص الوزارة اللازم للتشغيل، والارتقاء بالخدمات المقدمة.

بلغت مساهمة قطاع السفر والسياحة في الناتج المحلي الإجمالي للمملكة حوالي 118.4 مليار دولار خلال 2023، أي ما يعادل  %11.5 من إجمالي الناتج المحلي، وفقًا لتقرير المجلس العالمي للسفر والسياحة. 

وفي مايو 2024، أعلنت وزارة السياحة السعودية، بالتعاون مع وزارة الاستثمار، عن إطلاق مبادرة "ممكنات الاستثمار في قطاع الضيافة"، ضمن برنامج الممكنات الاستثمارية في القطاع السياحي.

وأكد محمود عبد الهادي، وكيل وزارة السياحة لتمكين الوجهات السياحية، أن المبادرة تهدف إلى تعزيز مكانة المملكة كوجهة سياحية عالمية، وتحفيز الاستثمار في وجهات واعدة من خلال توفير فرص استثمارية تقدر بـ42 مليار ريال، مع عوائد متوقعة تصل إلى 16 مليار ريال في الناتج المحلي بحلول 2030.

وتهدف المبادرة إلى تنويع العروض السياحية، ورفع الطاقة الاستيعابية لمرافق الضيافة، وتوفير نحو 120 ألف فرصة عمل، إلى جانب تحسين البنية التحتية وخفض الرسوم الحكومية بنسبة 22%.

كما أوضح صالح الخبتي، وكيل وزارة الاستثمار لتطوير الاستثمارات، أن الوزارة تسعى لتهيئة بيئة استثمارية مرنة ومحفزة، تدعم تحقيق مستهدفات رؤية 2030، بما في ذلك رفع عدد الغرف الفندقية إلى أكثر من 550 ألف غرفة، واستقبال 150 مليون سائح سنويًا.

 

تقنيات قطاع الضيافة 

يعد قطاع الفنادق والضيافة في المملكة من أبرز المحركات الرئيسية لتحقيق النمو الاقتصادي، من خلال استثمار التكنولوجيا الحديثة لتعظيم الإيرادات وتحسين تجربة الضيوف. ويتم ذلك عبر استخدام تحليلات البيانات الضخمة والروبوتات والذكاء الاصطناعي وإنترنت الأشياء، لتوفير خدمات سريعة وفعّالة. 

أصبح الآن بإمكان المسافرين الاستفادة من قدرات الذكاء الاصطناعي التوليدي في تحليل كميات ضخمة من البيانات وتقديم توصيات مخصصة، مما يعزز من تجربة السفر الشخصية. كما يمكنهم أيضًا اختيار وجهاتهم المفضلة، والأنشطة التي تناسب اهتماماتهم، وتخطيط مسارات رحلاتهم بكل سهولة، بفضل الحلول المدعومة من الخبراء التي توفرها هذه التكنولوجيا المتطورة.

في قطاع الفنادق، تبرز عمليات تسجيل الوصول والمغادرة المؤتمتة كأحد أبرز الابتكارات، حيث تسهم في تقليل أوقات الانتظار وتحسين الكفاءة التشغيلية. 

وتستمر التكنولوجيا في تعزيز تجربة النزلاء من خلال "الغرف الذكية"، التي تتيح للضيوف التحكم في أنظمة الإضاءة، ودرجة الحرارة، والرطوبة، والترفيه، عبر تطبيقات الهواتف الذكية أو الأوامر الصوتية. كما أن استخدام تقنيات التعرف على الوجوه للدخول إلى الغرف بدلاً من المفاتيح التقليدية يضيف المزيد من الأمان والراحة.

تلعب روبوتات الدردشة المعززة بالذكاء الاصطناعي دورًا متزايدًا في دعم الضيوف من خلال تقديم المعلومات والتوصيات والرد الفوري على الاستفسارات، مما يقلل الحاجة إلى التواجد البشري الدائم. 

وفي هذا الشأن، قال عبدالرحمن البسّام، رئيس مجلس إدارة "مشاريع عون" وعضو مجلس إدارة شركة "بهيج، في تصريحات حصرية لـ "شركات مباشر"، إن السياحة الرقمية تعزز تجارب السفر في المملكة من خلال استخدام أدوات مثل: الذكاء الاصطناعي وتحليل البيانات بطريقة تتيح التنبؤ بدقة أكبر باتجاهات السفر وضبط الأسعار بناءً عليها. على سبيل المثال، يمكن للذكاء الاصطناعي تحليل بيانات منصات التواصل الاجتماعي؛ لرصد التفضيلات الجديدة للسفر وتحسين العروض بناءً على هذه المعلومات.

 

أبرز الاستثمارات والشراكات الإستراتيجية

تسعى السعودية إلى تعزيز مكانتها كوجهة رائدة في مجال الضيافة الرقمية من خلال جذب الاستثمارات الأجنبية والشراكات الاستراتيجية. وفي هذا الصدد، أعلنت مجموعة فنادق ومنتجعات "IHG"، إحدى أبرز الشركات الفندقية العالمية، عن توقيع اتفاقية لإنشاء فندق جديد من سلسلة "إنديغو" في مدينة "أوكساچون" الصناعية ضمن مشروع نيوم، والذي من المقرر افتتاحه في 2026. يقع الفندق في أول مجمع سكني بالمدينة، وسيضم 250 غرفة فندقية. تم تصميم هذا الفندق لتقديم خدمات ضيافة مدعومة بالتكنولوجيا.

قال هيثم مطر، رئيس مجموعة "IHG" في منطقة الهند والشرق الأوسط وأفريقيا، إن هذا الفندق سيعزز حضور الشركة في المملكة ويسهم في تحقيق أهداف رؤية السعودية 2030 من خلال تنمية القطاع السياحي وتطوير الاقتصاد. 

من جهته، أكد فيشال وانشو، الرئيس التنفيذي لـ "أوكساچون"، أن الفندق سيضيف لمسة مبتكرة للمشهد الفندقي في المدينة ويعزز من تجربة الضيافة المتطورة للمقيمين والزوار. كما اعتبر كريس نيومان، المدير التنفيذي لتطوير الفنادق في نيوم، أن هذه الشراكة تمثل خطوة مهمة نحو تقديم تجارب ضيافة متميزة تجمع بين التقنية والراحة.

علاوةً على ذلك، وقعت علامة "يوتيل" العالمية، المعروفة بابتكاراتها في قطاع الضيافة، اتفاقية مع قطاع التطوير الفندقي في نيوم لافتتاح أول فنادقها في السعودية، وذلك في مدينة "أوكساچون" الصناعية المتقدمة. ومن المقرر افتتاح الفندق في 2025.

وسوف يتضمن فندق "يوتيل" تجربة ضيافة استثنائية، وذلك من خلال 300 غرفة مُجهزة بأحدث التجهيزات والمواصفات الخاصة بعلامة "يوتيل" الفندقية، وبما في ذلك "الكونسيرج الآلي" المميز للعلامة التجارية والأسرّة الذكية.

بدوره، أوضح فيشال وانشو، الرئيس التنفيذي لـ "أوكساچون"، أن استراتيجية المدينة لقطاع الضيافة تتمحور حول عدة ركائز، أهمها التقنية تحقيقًا للتكامل مع البنية التحتية الإدراكية الأوسع للمدينة. وأوضح أن "يوتيل" أثبتت أنها العلامة التجارية الفندقية الأنسب للمنطقة؛ نظرًا لطموحاتها المشتركة مع "أوكساجون" في إعطاء الأولوية للناس والارتكاز على الاقتصاد الدائري والتطور الرقمي.

وفي سياق آخر، أبرمت "طيبة للاستثمار"، المتخصصة في مجال الاستثمار والضيافة والتطوير العقاري في المملكة، شراكةٍ إستراتيجية مع شركة الاستشارات العالمية "هوريزنتال ديجيتال"، والتي ستساعد شركة "طيبة للاستثمار" على إحداث نقلة نوعية في تجارب الضيوف، من خلال تسخير قوة الذكاء الاصطناعي والأتمتة والبيانات في برامج الشركة المتعددة.

صرح حسان الأحدب، الرئيس التنفيذي لقطاع الضيافة والتشغيل الفندقي في "طيبة للاستثمار"، قائلًا: "سيتم من خلال التعاون إطلاق مشروع منصة التجربة الرقمية الخاصة بـ "طيبة للاستثمار"، وتعزيز المنظومة الرقمية، ما سيسمح لنا بالتفاعل مع ضيوفنا بخصوصية وتفهم احتياجاتهم بشكل أكبر في جميع فنادقنا".

أعلنت "البحر الأحمر الدولية" عن تعاونها مع عملاق التكنولوجيا العالمي "أوراكل" لتقديم حلولها التقنية في مجال الضيافة للمرة الأولى في السعودية، والتي تشمل منصة "أوبرا كلاود" الرقمية للضيافة. وستكون بهذا منتجعات "البحر الأحمر الدولية" وهي "منتجع ثول الخاص" و "شيبارة" و"دزرت روك"، أولى المنتجعات السعودية المستفيدة من أحدث حلول تقنيات "أوراكل السحابية" الرقمية للضيافة. 

شدد أليكس ألت، نائب الرئيس التنفيذي والمدير العام في "أوراكل" للضيافة، على أن السعودية تعد واحدة من قصص قطاع الضيافة الأكثر إثارة في العالم، وذلك من خلال توجهاتها الرائدة لسن نهج مستدام في مجال السياحة.

وفي سياق متصل، ضمن إطار الترويج الرقمي للسياحة السعودية، عقدت "روح السعودية" شراكات مع منصات حجوزات عالمية لعرض الوجهات والمرافق الفندقية السعودية للمسافرين الدوليين بأساليب تفاعلية وسهلة الحجز.

 

وختامًا، يُظهر قطاع الضيافة في السعودية نموًا ملحوظًا، مدعومًا برؤية المملكة 2030، التي تهدف إلى تحويل المملكة إلى وجهة سياحية عالمية ومن المتوقع أن يسهم هذا النمو في تعزيز التنوع الاقتصادي وخلق فرص عمل جديدة، مما يعكس التزام المملكة بتطوير هذا القطاع الحيوي. ومع تسارع وتيرة التحول الرقمي، ودعم الحكومة المستمر، وتدفق الاستثمارات المحلية والأجنبية، يخطو قطاع الضيافة في السعودية بثبات نحو مستقبل ذكي ومستدام. 

 

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Latest Experts Thoughts

Zahran: Foodics focuses on technology to drive transformation in MENA’s F&B Sector

Mohamed Ramzy

 

Amid the rapid digital transformation sweeping across the food and beverage sector (F&B), technology companies play a vital role in supporting entrepreneurs and enhancing operational efficiency.

Among the most prominent of these companies is Foodics, a key player in the markets where it operates. The company maintains direct offices in five main markets—Saudi Arabia, the UAE, Egypt, Kuwait, and Jordan, while its advanced technological solutions reach over 30 countries worldwide.

Through its integrated restaurant and café management systems, Foodics has significantly contributed to improving efficiency, optimizing performance, and enabling restaurant owners to expand and grow their businesses.

In this interview, Bilal Zahran, Regional General Manager of Foodics for Egypt and the UAE, speaks with Sharikat Mubasher about the company’s expansion plans in Egypt and across the region, explaining how Foodics’ mission goes beyond providing digital solutions to focus on empowering entrepreneurs and small and medium enterprises (SMEs) to manage their operations more efficiently.

 

What are the main services and solutions you offer to entrepreneurs and startups in the restaurant sector?

The company provides numerous solutions and products that serve startups in the restaurant and café industry and facilitate their business operations.

We offer an integrated point-of-sale (POS) system specifically designed for restaurants, in addition to accounting applications and solutions tailored to their needs.

Recently, we launched the Foodics BI business intelligence tool, which represents a major leap in this field. It enables restaurant owners to analyze their data with greater insight, understand customer behavior, accurately track daily performance, and predict future trends. This translates into well-informed decisions that enhance operational efficiency and support long-term growth. Simply, this tool turns data into a true source of power for any business.

 

How do your solutions specifically empower small and medium enterprises?

We focus on simplifying operational processes for SME owners. Our solutions help them manage sales, inventory, and data effectively, reducing administrative burdens and opening doors for expansion.

We also provide customized training programs to ensure our tools are used in the simplest and most efficient way possible.

Today, more than 33,500 active restaurant branches worldwide use Foodics technologies as of the end of the first half of 2025, with the total value of transactions processed through the Foodics platform exceeding $6 billion.

 

What distinguishes Foodics’ solutions from others available in the market?

What sets us apart is that we do not merely provide technological tools; we deliver comprehensive and user-friendly solutions that address the diverse needs of restaurants and cafés, both large and small.

We focus especially on empowering small and medium enterprises with practical solutions that grant them a sustainable competitive advantage and help them manage their businesses with high efficiency.

 

You mentioned that technology is no longer an option but a necessity. How does Foodics translate this vision into tangible support for entrepreneurs?

We translate this vision by developing integrated solutions that cover all aspects of operational processes, while offering continuous support channels to help clients keep pace with rapid changes.

We do not merely offer a product, but we offer a strategic partnership that accompanies entrepreneurs on their journey of digital transformation and growth.

 

To what extent can artificial intelligence enhance the efficiency of entrepreneurs in this sector?

Artificial intelligence has become a fundamental component capable of improving the customer experience through smart recommendations, optimizing costs by managing resources more precisely, and forecasting consumption patterns to meet demand.

These capabilities empower entrepreneurs to make faster decisions and deliver more competitive and sustainable services.

 

What are Foodics’ expansion plans for the coming phase?

We are working to strengthen our presence in the Egyptian market strategically and thoughtfully, by launching advanced technological solutions that directly address the needs of the fast-growing restaurant and café sector.

Our efforts focus on offering more integrated products that help entrepreneurs manage sales, inventory, and customer experiences, while introducing business intelligence and advanced analytics tools.

For us, Egypt is not merely an important market; it is a central hub within our regional strategy.

 

How do you assess the Egyptian market’s response to Foodics’ solutions compared to other markets?

The response in Egypt has been exceptionally strong. We have witnessed great enthusiasm from entrepreneurs and restaurant owners to adopt our digital solutions.

The Egyptian market is characterized by digital readiness and high growth rates, along with a growing awareness of the importance of technology as a fundamental tool for continuity and expansion.

Compared with other markets, Egypt is more flexible and adaptive to new solutions, making it a promising and ideal market for expansion.

 

How do you view Egypt’s future position on the regional and global technology map?

Egypt possesses all the necessary ingredients to become a regional hub for technology and innovation, starting from its infrastructure, through its human capital, to its strategic geographic location.

If these assets are optimally utilized, the country can achieve a prominent global position in the near future.

 

When expanding regionally, what are the main challenges you face, and how do you overcome them?

The key challenges lie in the differences in digital infrastructure, regulations, and market needs, as what works effectively in one country may not be as suitable in another.

We overcome this by gaining deep local market insight, engaging directly with customers, and developing flexible, adaptable solutions.

We also build strategic partnerships with key stakeholders in each market, which helps us deliver practical, relevant solutions and enhances our ability to succeed and sustain growth.

 

How does Foodics balance meeting current market needs with shaping the future?

We follow a dual strategy: First, addressing daily market needs through practical and efficient solutions.
Second, continuously investing in innovation, artificial intelligence, and advanced analytics to ensure our clients’ readiness for the future and their ability to compete in a rapidly changing environment.

In conclusion, Foodics believes that innovation and partnerships are the foundation for building a more efficient and sustainable future for the food and beverage sector, an approach that reinforces Egypt’s role as a regional hub for technology and innovation.

 

Translated by: Ghada Ismail

Saudi Arabia’s RetailTech revolution: powering a new era of B2B marketplaces

Noha Gad

 

The retail sector in Saudi Arabia is undergoing robust growth, driven by a digitally savvy young population, increasing consumer confidence, and shifting spending habits. According to a report published by the IMARC Group, the size of the e-commerce market in Saudi Arabia is projected to grow to $708.7 billion in 2033, showing a compound annual growth rate (CAGR) of 12.8% from 2025 to 2033. Additionally, experts anticipate that 75% of retail spending will come from Saudi youth by 2035. They also expected the Saudi e-commerce sector to grow significantly, with one in four retail transactions happening online.

The adoption of retail technology (retail tech) stands at the heart of this revolution. Saudi retailers rapidly embrace artificial intelligence (AI) for personalized marketing and demand forecasting, Internet of Things (IoT) solutions for smart inventory management, biometric authentication, mobile wallets, and other seamless payment options.

The retail tech market in Saudi Arabia is expected to achieve revenue of $7.2 billion by 2033, with a CAGR of 32.8% from 2025 to 2033, according to recent figures by the Grand View Horizon.

 

Digital transformation in the Saudi retail sector

Saudi Arabia is one of the most connected markets in the region, which fuels widespread adoption of digital retail technologies, driven by government initiative under Vision 2030 and evolving consumer expectations. Emerging technologies play a crucial role in revolutionizing the retail industry in Saudi Arabia. Most of the retail tech companies in Saudi Arabia harness AI for predictive analytics, personalized marketing, automated customer service through chatbots, and demand forecasting, ultimately enhancing operational efficiency and creating tailored shopping experiences. Also, IoT technologies are becoming integral, with smart shelves, digital signage, and interactive displays improving real-time inventory management and product visibility. 

Software-as-a-service (SaaS) solutions could support digital sales growth by enabling small and medium enterprises (SMEs) to digitize their operations, manage logistics, and accept online payments. Additionally, the rollout of 5G networks significantly enabled seamless integration of online and offline retail experiences, supporting omnichannel strategies that blend physical and digital interactions for consumers.

Together, these developments are transforming the retail industry in Saudi Arabia into a digitally empowered, consumer-centric ecosystem. 

 

The rise of B2B marketplaces

Business-to-Business (B2B) marketplaces in Saudi Arabia are rapidly emerging as vital platforms that transform traditional wholesale and procurement ecosystems. This transformation was driven by several factors, notably the integration of credit-scoring and invoice financing modules, the adoption of compliance tools, and the high penetration of mobile wallets.

The Saudi market encompasses key B2B marketplaces, such as Sary, one of the largest online B2B marketplaces for wholesale purchases; Ordo, a pioneering B2B platform focusing on the FMCG market; Lawazem, a one-stop shop for businesses to procure products directly from a network of suppliers; Farmi, a B2B online platform that connects Saudi farmers and SMEs to source and sell local farm products; Retailo, the leading B2B digital distribution company; and BRKZ, the pioneering B2B marketplace for building materials.

The ongoing rise of B2B marketplaces plays a pivotal role in transforming wholesale trade in the Kingdom, fostering increased efficiency, access to broader supplier networks, and enabling a more modern, digitally connected retail supply chain ecosystem.

Successful B2B marketplaces share several features that drive procurement efficiency, enhance buyer-supplier interactions, and support business growth. This includes:

  • Leveraging AI and cloud-based technologies to automate sourcing, ordering, invoicing, and fulfillment processes, thereby reducing manual errors and improving order accuracy.
  • Integrating with ERP and inventory management systems to enable real-time product availability, dynamic pricing, and personalized catalogues tailored to meet buyers’ needs.
  • Embedding credit scoring algorithms to assess buyer creditworthiness instantly.
  • Adhering to Saudi data protection and commercial regulations to secure document vaults and digital contract management features.
  • Adopting mobile wallets and biometric authentication to enhance payment security and convenience. 

The rise of B2B marketplaces is pivotal to reducing supply chain fragmentation and procurement complexities in the Kingdom, as they streamline fragmented traditional supply chain networks by centralizing their interactions and automating procurement processes.

By enhancing transparency through verified supplier networks, B2B marketplaces mitigate risks associated with dealing with unknown vendors, ensuring product quality and contractual adherence, in addition to boosting confidence among buyers and sellers.

Additionally, B2B platforms incorporate ESG standards by promoting suppliers who follow sustainable practices and prioritize eco-friendly products; meanwhile, digital tools enable assessment of carbon footprints and resource efficiencies within supply chains.

Despite all these benefits, the B2B retail sector in Saudi Arabia still faces fragmented supplier bases characterized by inconsistent service levels and regional disparities. Compliance with evolving regulatory standards, such as data privacy laws and commercial auditing requirements, adds complexity for both platforms and users.

Ongoing investments are essential to sustain growth and scalability. Investments are crucial to upgrading digital infrastructure, including cloud computing, AI, and cybersecurity, ultimately enhancing platform capabilities to support advanced analytics and omnichannel integration. This will improve operational efficiency, reduce downtime, and increase adaptability to future market disruptions.

The future of B2B marketplaces in Saudi Arabia is promising, propelled by accelerating e-commerce growth and supportive government initiatives. This transformation will be triggered by key trends: the continued expansion of B2B marketplaces that convert fragmented wholesale supply chains into streamlined, automated ecosystems; the increasing importance of embedded financial services; enhanced digital payment integration; supply chain and logistics innovations; and the integration of ESG standards and sustainable procurement practices.

Eventually, the Saudi retail sector is at the forefront of a transformative journey fueled by rapid digital adoption and innovative B2B marketplaces. Sophisticated retail tech solutions are reshaping the traditional retail landscape into a dynamic, digitally native ecosystem. By addressing long-standing challenges such as supply chain fragmentation, compliance, and payment inefficiencies, digital transformation and modern B2B platforms are enhancing transparency, trust, and operational agility. 

What Is Customer Net Promoter Score (NPS): Why It Matters for Startups

Ghada Ismail

 

Among the countless metrics startups track, few reveal as much about real customer sentiment as the Net Promoter Score (NPS). Unlike vanity metrics such as downloads, sign-ups, or even short-term revenue spikes, NPS goes deeper as it measures trust, satisfaction, and advocacy.

For early-stage founders, that distinction matters. You can buy installs or clicks, but you can’t buy genuine loyalty. NPS tells you whether customers are simply using your product or genuinely believing in it. It shows if your startup is building transactional relationships or further creating a community of promoters who will spread the word for free.

At its core, NPS helps answer a fundamental startup question: “Do people care enough about what we’re building to tell others about it?” The answer can shape everything from product decisions and customer experience to your long-term growth strategy.

 

How NPS Works

The Net Promoter Score is based on a simple question:

“On a scale of 0 to 10, how likely are you to recommend our product or service to a friend or colleague?”

Responses are divided into three categories:

  • Promoters (9–10): Loyal fans who love your product and actively recommend it.
  • Passives (7–8): Satisfied customers, but not passionate enough to promote it.
  • Detractors (0–6): Unhappy users who are more likely to churn or leave negative feedback.

Your NPS is the percentage of promoters minus the percentage of detractors. Scores range from –100 to +100. Anything above 0 means more love than hate, and +50 or higher is considered excellent.

 

Why NPS Matters for Startups

For startups, every customer interaction counts. You don’t have the luxury of a massive brand reputation, where your users are your reputation. That’s why NPS is so valuable: it gives you an early pulse on customer satisfaction and helps you understand whether your product is delivering real value.

Here’s why it matters:

  • Validates Product-Market Fit: A consistently low NPS might mean your product isn’t resonating deeply enough, even if usage looks good on paper.
  • Guides Improvement: Feedback from detractors points directly to what’s breaking or frustrating users.
  • Builds Investor Confidence: A strong NPS signals a loyal customer base, something investors see as a sign of growth stability.
  • Drives Organic Growth: Promoters become advocates. In early stages, word-of-mouth marketing can make or break a startup.

 

When to Start Measuring NPS

The best time to start is as early as possible, even with just a few dozen users. Early NPS surveys can uncover insights that analytics tools can’t.

Ask yourself:

  • Are customers finding real value in what we offer?
  • What’s stopping them from recommending us?
  • Are we creating promoters or passive users?

By tracking NPS early, startups can spot issues before they scale and ensure they’re building loyalty alongside growth.

 

How to Use NPS Effectively

To get the most out of NPS, make it part of your product’s rhythm, not just an occasional survey.

Here’s how:

  • Time it right: Send the NPS survey after meaningful interactions, completing onboarding, using a key feature, or receiving customer support.
  • Ask a follow-up question: “What’s the main reason for your score?” The qualitative feedback is often more valuable than the number itself.
  • Act quickly: Reach out to detractors, thank promoters, and turn feedback into action.
  • Monitor trends: The direction of your NPS over time matters more than a single snapshot.

 

What’s a Good NPS for a Startup?

There’s no universal benchmark, but here’s a rough guide:

  • Above 0: You’re moving in the right direction.
  • Above 30: Customers are happy and loyal.
  • Above 50: Your product inspires genuine advocacy.

Remember that context matters. A young startup in a competitive market may score lower initially, but a steadily improving NPS indicates strong product and customer experience growth.

 

Turning NPS into a Growth Engine

NPS isn’t just a feedback tool; it’s a growth signal. When you consistently measure how customers feel and act on their input, you build a brand that listens, adapts, and earns loyalty. Over time, those promoters become your most powerful marketing channel.

In a world where attention is expensive and trust is rare, NPS helps startups focus on what truly drives retention and referrals: happy customers who believe in your mission.

Because in the end, your most valuable growth strategy isn’t ads, funnels, or virality, it’s a product people love enough to talk about.

Beyond traditional jobs: How the gig economy is reshaping the future of startups

Noha Gad

 

In today’s dynamic global economy, startups and innovative businesses play a pivotal role in driving growth, job creation, and technological advancement. This vibrant startup environment thrives on agility, disruption, and the continuous pursuit of novel solutions. Parallel to this evolution is the rise of the gig economy, a labor market characterized by short-term, freelance, and project-based work enabled by digital platforms. 

The gig economy complements the startup and business ecosystem by offering flexible income opportunities and fostering entrepreneurial activity. The concept of gig work roots stretching back centuries to early human societies, where task-based labor was the norm.

The digital revolution in the late 20th century transformed gig work by enabling online platforms to connect freelancers with clients globally, facilitating a wide range of short-term, project-based, and freelance work across industries, including ride-sharing, food delivery, high-skilled remote consulting, digital marketing, IT development, and healthcare services.

 

How does the gig economy work?

This economy operates on a fundamentally different business model from traditional employment, centered around flexibility, technology platforms, and task-based work. Gig workers typically take on short-term assignments, freelance projects, or on-demand jobs often sourced and managed via digital platforms, which act as intermediaries, connecting businesses or individuals needing services with independent contractors worldwide.

One of the key features of the gig economy is that it leverages AI-powered algorithms to match gig workers with assignments based on skills, location, and availability, optimizing efficiency for both parties. Companies can access diverse, scalable talent pools across geographies, benefiting from on-demand expertise without long-term commitments.

Additionally, many businesses integrate gig workers alongside traditional full-time staff, using gig labor to manage peak workloads or specialized tasks. Overall, the gig economy functions as an agile, technology-enabled labor market providing flexible opportunities for workers and cost-effective, scalable solutions for businesses, significantly reshaping the future of work.

 

Pros and Cons

The gig economy offers diverse benefits for both workers and businesses in today’s growing labor market. For workers, it provides:

-Flexibility and autonomy. It allows workers to choose when, where, and how much they work, enabling a better work-life balance.

-Diverse income opportunities. It paves the way for multiple income streams across various industries, including emerging fields like IT, finance, healthcare, and digital marketing.

-Skill development. By working on varied projects, freelancers can gain experience and build specialized skills and entrepreneurial capabilities.

Additionally, the gig economy helps businesses to:

-Reduce costs by saving on traditional employment expenses such as benefits, office space, onboarding, and long-term commitments.

-Expand teams. Startups can quickly scale teams up or down to meet demand and seize new opportunities without the rigid overhead of full-time staff. 

-Access specialized talent: the gig platform offers access to a global, diverse pool of flexible, highly skilled professionals, allowing startups to fill specific skill gaps.

-Bolster innovation and productivity. Flexible schedules for gig workers would help startups foster creativity and maintain productivity across different time zones.

Although gig economy jobs offer flexibility and independence, they also come with challenges, such as the lack of employee benefits, navigating taxes, securing health insurance, dealing with income fluctuations, and the lack of a workplace community.

 

How does the gig economy support startups?

The gig economy plays a pivotal role in reshaping entrepreneurship and business operations worldwide. Researches show that individuals participating in the gig economy are about twice as likely to start their own businesses compared to non-gig workers. This trend is most prominent among first-time entrepreneurs, younger workers, and those seeking flexible opportunities.

For many workers, gig work provides a low-risk environment to gain industry experience, test business ideas, and build capital before founding a startup, enabling experimentation, learning on the job, and gradual business development without the pressures of traditional employment.

In turn, the gig economy offers startups a scalable, cost-effective access to talent as they can flexibly engage freelance experts for specialized projects such as software development, creative design, and marketing campaigns without the overhead of full-time hires. This agility helps startups innovate rapidly, manage fluctuating workloads, and control expenses.

Thus, the gig economy offers a fertile ground for entrepreneurial talent and serves as a strategic resource for startups, creating a dynamic ecosystem fueling innovation and economic growth.

 

Future outlook

The gig economy is expected to witness a remarkable growth within the next five years, driven by technological advancement, regulatory changes, and shifting cultural attitudes toward work. This shift will require gig workers to continuously upskill, with personalized and AI-powered training platforms becoming essential for maintaining competitiveness.

Finally, the gig economy is a defining feature of the future of work, offering unprecedented flexibility, entrepreneurial potential, and access to global talent. understanding and strategically engaging with the gig economy will be essential for businesses, startups, and workers alike to thrive in this rapidly changing economic landscape.

Baghoomian: Growth Debt Is Powering Saudi Arabia’s Next Fintech Wave

Kholoud Hussein

 

As Saudi Arabia’s fintech sector accelerates, the region’s funding scene is changing fast. Founders are increasingly turning to growth debt—minimally dilutive capital that fuels expansion while preserving ownership. 

In this interview, Armineh Baghoomian, Managing Director, Head of EMEA, and Co-Head of Global Fintech at Partners for Growth (PFG), shares her perspective on how growth debt is transforming the GCC’s startup landscape, why Saudi Arabia is emerging as a key market, and how smarter financing models are empowering founders to scale with confidence.

 

In today’s uncertain macroeconomic and political climate, why are we seeing more GCC founders and investors – particularly in capital-intensive sectors like fintech – turning to growth debt as an alternative to equity? How do you think this trend will reshape the region’s funding landscape?

Founders and investors in the GCC are taking a more strategic view of capital structure. While venture equity continues to mature, there’s growing recognition that growth debt plays a complementary role – especially in capital-intensive sectors like fintech, where businesses need to scale quickly and efficiently.

There is growing recognition that a diversified funding ecosystem – where equity and debt complement each other – creates economic resilience and safeguards the future of innovation, aligning neatly with national diversification agendas. Growth debt plays a critical role in this mix.

Across the region, founders and investors increasingly appreciate that debt, when paired with disciplined governance and strong unit economics, can accelerate a company’s growth journey. Growth debt can be used to finance working capital, customer acquisition, or infrastructure build-out with minimum equity dilution – with benefits for all parties in the deal.

Over time, the rise of growth debt will reshape the regional funding landscape by broadening the capital toolkit available to founders. We’ll see more blended capital stacks, more nuanced conversations around risk allocation, and a more mature ecosystem overall. In many ways, the GCC is well positioned to leapfrog traditional financing trajectories, moving quickly toward a model where equity and growth debt sit side-by-side to fuel innovation and growth.

 

Saudi Arabia is quickly positioning itself as a leading fintech hub in the Middle East. From your perspective, what opportunities and challenges stand out for credit partners like PFG in supporting transformative companies in the Kingdom?

Saudi Arabia’s fintech evolution is among the most dynamic globally. With the ambitious Vision 2030 strategy creating the regulatory framework for digital transformation, the Kingdom is laying the groundwork for a truly world-class fintech ecosystem. For credit partners, this moment presents compelling opportunities.

In Saudi Arabia, we’re seeing a powerful convergence between a young, digitally native population, a government that is not only supportive but actively accelerating financial innovation, and a resultant flow of capital into sectors that are capital-intensive and highly scalable. This combination creates fertile ground for transformative fintech businesses – whether operating in payments, digital lending, or infrastructure – that can grow rapidly and have meaningful regional impact. For PFG, the ability to deploy growth capital into these businesses means we can help founders scale confidently without compromising long-term ownership or vision.

Fintech is inherently a heavily regulated industry, and in a market that is evolving as quickly as Saudi Arabia’s, these frameworks are still maturing. That means lenders must be thoughtful in underwriting risk, ensuring that business models are both sustainable and aligned with long-term policy goals. Additionally, because many Saudi fintechs are scaling for the first time in a market of this magnitude, there is a heightened need for governance, financial discipline, and strategic capital structuring.

For PFG, the opportunity lies in being more than just a capital provider. Rather, we are a long-term partner to visionary founders – helping them balance growth with sustainability and navigate the complexities of a rapidly changing market.

 

Growth debt often sparks debate about risk, especially when applied to ambitious startups seeking rapid scale. How does PFG approach balancing its support for founders’ growth ambitions with the need to maintain financial resilience and risk management across your portfolio?

We see growth debt as a strategic partner to equity. Our role is to structure capital in a way that empowers founders to pursue growth without jeopardizing the resilience of their businesses.

We look closely at companies’ fundamentals – strong unit economics, predictable revenue models, and clear visibility on cash flows. We believe in the founders we invest in and work alongside them to structure flexibility into facilities. This is particularly important in the GCC, where markets are evolving rapidly.

Fundamentally, we think about portfolio resilience in terms of partnership. At PFG, growth debt is not transactional; it is relational. By aligning with management teams who share our commitment to discipline and transparency, we’re able to provide capital that supports expansion while safeguarding the interests of both our portfolio companies and our investors.

In the GCC, this balanced approach is especially powerful: it allows founders to scale with confidence – building businesses that are durable as well as ambitious. As the region’s funding landscape continues to mature, founders will increasingly appreciate that growth debt, when structured responsibly, can be a catalyst for sustainable growth.

 

Given that you co-lead PFG’s global fintech and asset-backed credit strategy across multiple regions, how does the Middle East compare to Europe and Africa in terms of fintech maturity and appetite for non-dilutive financing?

What stands out most is how quickly the region, especially the GCC, is maturing. The combination of ambitious government agendas, a young, tech-savvy population, and evolving regulatory frameworks is accelerating fintech adoption at a pace we don’t see elsewhere.

At the same time, founders and investors in the region are increasingly sophisticated in their approach to capital. There is a healthy appetite for non-dilutive financing to work alongside equity in powering innovative, tech-driven companies.

Founders are eager to embrace global best practices, but they are also charting their own course – building businesses with high growth potential and strong institutional support, making it easier to scale. For PFG, this all means the GCC represents both a fast-growing and increasingly sophisticated market.

We're at an inflection point: the GCC is rapidly moving toward the maturity of Europe, but with the entrepreneurial energy and growth trajectory that, in many ways, resembles Africa’s leapfrogging story. That combination makes it one of the most exciting geographies for us to support with flexible, non-dilutive capital.

 

Without revealing sensitive details, could you share an example or two where PFG’s structured credit solutions enabled a company to scale effectively while preserving equity? What lessons from those experiences might resonate most with GCC founders?

Perhaps the most well-known example is Tabby, the Middle East’s leading provider of Buy Now, Pay Later (BNPL) solutions. We were confident from the outset that Tabby would become the regional powerhouse it is today. They had the vision, they had the ambition – but to achieve scale, Tabby needed the right kind of capital. That’s where PFG came in.

Specifically, Tabby needed a bespoke financing structure that would allow the company to scale its business in a complex market. By leveraging Tabby’s high-quality receivables, PFG enabled the company to accelerate its merchant network expansion and introduce new product offerings.

The impact was clear. Tabby experienced 900% quarter-over-quarter growth in FY2022 and raised over US$70 million in funding, boosting its valuation by a meaningful multiple and cementing its status as one of the GCC’s most valuable startups.

For GCC founders, the most relevant lesson from our deals in the region is the value of balance: scaling aggressively while preserving control. Similarly, it reinforces the importance of matching the right kind of capital to the right stage of growth, rather than defaulting to equity. In a region where many businesses are founder-led and highly conscious of dilution, this approach resonates strongly. It’s all about building sustainably, retaining control, and maximizing long-term value creation.

 

Looking ahead, as Saudi Arabia and the wider GCC pursue diversification under Vision 2030 and other regional strategies, how do you see the role of non-dilutive financing evolving? And what role do you expect PFG to play in shaping that future?

As GCC economies continue to diversify, entire sectors – from fintech and healthtech to logistics and proptech – are scaling at a pace we haven’t seen before. With that scale comes the need for more sophisticated capital solutions. Private debt will play an increasingly central role, not as a substitute for equity but as a strategic complement to it.

What’s unique about the GCC is that this is all happening in real time. Governments are laying down the infrastructure, investors are increasingly sophisticated, and founders are embracing global best practices. Growth debt, as a form of non-dilutive financing, enhances this trajectory by offering flexibility, disciplined growth, and helping to create businesses built for the long-term, not just the next funding round.

PFG’s role is twofold. First, to bring our global experience – having supported high-growth companies across other global regions for over 20 years – and adapt that expertise to the GCC’s unique dynamics. Second, to act as true partners to founders: structuring credit that supports ambition while instilling the financial resilience that will define the region’s most successful companies.

We will continue to support ambitious founders and help to shape a more mature, balanced funding ecosystem that underpins Vision 2030 and wider regional economic diversification goals.