Page 35 - SIGA_2010-11 Annual Report

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Shareholder Perspective
WHAT ARE THE OUTCOMES EXPECTED BY OUR OWNERS?
Strategic Objectives
Performance Indicators
Progress/Results/Measure
Optimize Net Income
Revenue
$259,821,502
Net Income
$64,094,171
Grow & Develop First Nations
Employment
Total number of First Nations Employees
63% of our employees
are First Nations (1,334)
Customer Perspective
WHAT ARE OUR CUSTOMERS LOOKING FOR?
Our strategy is “customer intimacy”
Strategic Objectives
Performance Indicators
Progress
Entertainment Experience
Become the first choice entertainment
destination for customers by offering unique
entertainment options in the markets we serve.
Focus groups, guest surveys and
employee feedback conducted.
SIGA Box Office implemented.
SIGA Casinos in general rated
very high for the measurements
for this objective and is the first
or second choice for entertainment
at each location.
Recognition and Appreciation
Value the contribution of every customer
through personal interaction.
Guest Satisfaction target was 36.5%
of guests being extremely satisfied.
Increased visits and increased
Players Club Membership.
Guest Satisfaction was 42%;
5.5% above targets.
Quality Value Priced Dining
Be recognized for providing consistent,
high quality dining options that meet the
expectations of each of the market segments
we serve and are rated by our customers
as providing exceptional value for the
price charged.
Standardized menu implemented.
Guest surveys indicate a very high
satisfaction level.
Memorable Facilities
& Convenient Services
Be recognized as the highest quality
entertainment facility in each market
we operate in by incorporating customer
convenience into the services we provide.
Surveys showed that guest were
very appreciative that all casinos
were found to be attractive, clean
and enjoyable.
Construction completed on Bear
Claw Hotel, SIGA’s first fully
integrated destination facility.
Dakota Dunes and Northern Lights
Casino expansions completed.