SIGA_Annual_Report_2015 - page 49

49
SHAREHOLDER PERSPECTIVE
WHAT ARE THE OUTCOMES EXPECTED BY OUR OWNERS?
Strategic Objectives
Performance Indicators
Progress/Results/Measure
Optimize Net Income
Revenue
$256.5M
Net Income
$84.1M
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 66.5% of our employee base being .
First Nation (1259) and 62.83% of managers
being First Nation (71).
Support First Nations
Economic Development
Total Payments to First
Nation Companies
$22.3M
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 45% of guests being
extremely satisfied.
Guest satisfaction with friendliness of staff was
rated very high.
Rated very high that they are recognized and
appreciated by staff.
Increased Players Club Membership.
Overall Guest Satisfaction was 51.7%.
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 50%
Guest surveys indicate a very high satisfaction level
with Quality of Food – Actual 51.7%
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 49.7%.
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