Page 33 - SIGA Annual Report 2014

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33
Shareholder Perspective
WHAT ARE THE OUTCOMES EXPECTED BY OUR OWNERS?
Strategic Objectives
Performance Indicators
Progress/Results/Measure
Optimize Net Income Revenue
$250,772,732
Net Income
$80,215,337
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 65.2%
of our employee base being First Nation (1253) and
68% of managers being First Nation (68).
Support First
Nations Economic
Development
Total Payments to First
Nation Companies
$20,993,625.34
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 were 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 38% 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 51.4%.
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. – Target 49%
Guest surveys indicate a very high satisfaction level
with Quality of Food – Actual 50.3%
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 46%.
Guest satisfaction with overall atmosphere
rated very high at 50.5%.