Page 33 - SIGA Annual Report 2013

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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
$268,567,067
Net Income
$86,456,595
Grow & Develop First
Nations Employment
Total Number of First Nations Employees SIGA continues to be a leader in engaging, growing
and developing a First Nations workforce with 64.6%
of our employee base being First Nation (1239).
Support First Nations
Economic Development
Total Payments to First Nation Companies
$21,754,369
Customer Perspective
WHAT ARE OUR CUSTOMERS LOOKING FOR?
Our Strategy is “customer intimacy”
Strategic Objectives
Performance Indicators
Progress
Entertainment and
Hospitality Experience
Become the first choice entertainment
destination for customers by offering
unique entertainment options in the
markets we serve.
Large segment of population rate casino as top
entertainment destination in town.
Visitors agree they would recommend the casinos
to others.
There was a high percentage of adults in local market
who have visited the casino once in the last year.
Recognition and
Appreciation
Value the contribution of every customer
through personal interaction.
Guest Satisfaction target was 39.5%
of guests being extremely satisfied.
Guest satisfaction with friendliness of staff was rated
very high.
Guest satisfaction rated very high that they are
recognized and appreciated by staff.
Increased visits and increased Players Club
Membership.
Overall Guest Satisfaction was 47.6%.
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.
Guest surveys indicate a very high satisfaction level
with Quality of Food
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.
Guest very satisfied – Atmosphere
target 47%.
Guest satisfaction with overall atmosphere rated
very high at 48.5%.
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