Your Voice 2014, BCLC s Employee Survey Comprehensive Report

Transcription

1 Your Voice, BCLC s Employee Survey Comprehensive Report 1

2 Methodology was the sixth year of conducting Your Voice, the employee engagement survey for All employees are invited to participate with the following exceptions: Students/Co-ops not included Anyone on LTD is not included. However, employees on Mat leaves/std s included) New employees: up to 30 days of launch of survey included The questionnaire was hosted online by Ipsos The survey was launched in several small batches over the course of Thursday, June 19 th,. The final published day to complete the survey was Monday, July 7 th with the survey site closing on Monday, July 7 th at midnight. 2

3 3 Engagement Analysis

4 Progression of Index Box 81% Top Box 49% Box 82% Box 78% Top Box 50% Top Box 47% 4

5 Detailed Results DK Strongly disagree Somewhat disagree Neither nor Somewhat agree Strongly agree BCLC inspires me to do my best work % 69% % I am motivated to go beyond what is required in my role to help BCLC succeed % 78% % If asked, I would assure friends and relatives that they can have trust and confidence in the games offered by BCLC % 96% 97% BCLC consistently conducts business in a fair, honest and trustworthy manner 5 Significant increase from last year % 90% 89% Significant decrease from last year

6 Detailed Results DK Strongly disagree Somewhat disagree Neither nor Somewhat agree Strongly agree BCLC continuously innovates to provide players with an outstanding gambling experience % 81% 83% The right conditions are in place at BCLC for me to take full responsibility in my job % 68% 69% I understand how my role supports BCLC's business objectives % 90% % The way BCLC operates is in alignment with its values % 87% 6 Significant increase from last year % Significant decrease from last year

7 Employee Engagement Index by Location Box Top Box BCLC Vancouver Kamloops Field/Remote 7

8 Employee Engagement Index by Role Manager (with direct reports) Manager (functional) Box Top Box BCLC Director Professional/ Technical Frontline Administrative

9 9 Self-Reported Improvements & Priorities

10 Significant Improvements at BCLC in Past Year Top n= 400 Communication/ Information (Net) Leadership Strategy (Net) Teamwork/ Collaboration across Departments (Net) Revenue/ Budgeting (Net) Workspace and Facilities (Net) Technology Upgrades (Net) Gaming Offerings and Initiatives (Net) Focus on Player/ Customer Service (Net) Employee Engagement/ Morale (Net) Hiring and Resourcing (Net) Workload/ Work-Life Balance (Net) Environmental Responsibility (Net) Q32. Finally, what are two things that have improved significantly at BCLC in the past year? Top 10 Improvements In Past Year 3% 5% 7% 9% 3% 5% 3% 3% 3% 2% 4% 2% 4% 4% 2% 3% 5% 6% 3% 7% 5% 2% 5% 4% 7% 9% 11% 11% 11% 10% 15% 14% 17% 23% 34% Significant increase from last year Significant decrease from last year 40%

11 Priority Areas for Improvement at BCLC over Next Year (Coded Verbatims) 11 Communication/ Informations (Net) Leadership/ Strategy (Net) Salary and Benefits (Net) Workload/ Work-Life Balance (Net) Training and Development (Net) Employee Engagement/ Morale (Net) Revenue/ Budgeting (Net) Teamwork/ Collaboration across Departments (Net) n = 482 Top 10 areas for Improvements Over Next Year Work/ change processes Clear/ well-defined roles and responsibilities Accountability Recognition (Net) Project Management (Net) Focus on Player/ Customer Service (Net) Q33. And what are two things that are priority areas for improvement at BCLC over the next year? 18% 23% 21% 15% 14% 15% 13% 9% 8% 12% 15% 8% 12% 11% 13% 11% 2% 5% 11% 14% 11% 11% 11% 9% 3% 5% 8% 3% 1% 6% 2% 5% 5% 4% 6% 5% 10% 4% 5% 7% 6% Significant increase from last year Significant decrease from last year

12 Self-Reported Departmental Improvement Areas From the following list, what are the 2 priority areas for action within your department? (%) Work processes, policy and procedures Training and development Clarity of roles and responsibilities Relationships with other departments or teams Balanced work load Work-life balance Recognition Leadership style Employee empowerment Accountability Employee communication Player focus Physical working environment Significant increase from last year Significant decrease from last year

13 Factor Analysis Priority Matrix 13

14 Factor Analysis 14 Factor Analysis was conducted for a number of reasons: To understand how attributes are grouped together in the minds of respondents To condense the numerous attributes in the questionnaire into common themes To feed the factors into a key driver analysis with the purpose of understanding priority areas for action in a more focused manner The process consisted of both a mathematical and logic/reason-based step: Firstly, the analysis mathematically grouped highly related attributes into groups, referred to as factors. Secondly, the factors were reviewed and adjusted to better reflect the understanding of the BCLC work environment. The result of the factor analysis was a set of 18 Factors The factors have been used to organize the detailed results by question and to input in the Priority Matrix

15 BCLC Factors Ranking Detailed High Impact Average Impact Low Impact - Corporate Responsibility - Senior Leadership - Job Skills & Input - Career Development & Training - Job Expectations - Recommend BCLC - Communication & Initiatives - Resources & Processes - Recognition - Acting on Survey - Work-Life Balance - Department Objectives - Team Environment & Morale - My Manager - Overall Satisfaction - My Compensation - My Benefits - Need for Change 15

16 Understanding Priority Matrix Priority matrix is created by plotting the Performance (mean score of that attribute for BCLC Overall) against Impact on Index (derived impact using regression value) 16

17 PERFORMANCE Priority Matrix for BCLC Need for Change Higher Score Corporate Responsibility My Manager Recommended BCLC My Benefits Team Environment & Morale Work-Life Balance Job Skills & Input Department Objectives Overall Satisfaction Resources & Processes Job Expectations Senior Leadership Career Development & Training Lower Score Recognition Communication & Initiatives My Compensation Acting on Survey Results Lower Impact IMPACT ON INDEX Higher Impact 17

18 Areas For Focus Primary Points to Improve Primary Points to Maintain Secondary Points to Maintain Secondary Points to Improve Job Expectations Acting on Results Corporate Responsibility Senior Leadership Work-Life Balance Career Development / Training Resources & Processes Communication & Initiatives Job Skills & Input Dep t Objectives My Manager Team Environment / Morale My Benefits Overall Satisfaction Recognition Recommend BCLC Need for Change My Compensation 18

19 Evolution over the last 3 years 19

20 Stables ( Box - 3 Year Trend) Statement % Change - % Change - I feel informed about how gaming revenues benefit provincial and community programs and services. 0.2% 4.7% 89.1% 88.9% 84.2% I understand the need for change within BCLC. 0.2% 1.4% 92.6% 92.4% 91.0% I understand what corporate social responsibility (CSR) means to BCLC. 0.1% % 91.1% - If asked, I would assure friends and relatives that they can have trust and confidence in the games offered by BCLC. Official communications are effective in helping me better understand our business objectives. 0.0% -1.1% 95.5% 95.5% 96.6% -0.1% 6.6% 71.8% 71.9% 65.3% BCLC encourages British Columbians to play responsibly. -0.6% 1.0% 93.8% 94.4% 93.4% 20

21 Increases ( Box - 3 Year Trend) Statement % Change - % Change - The on-boarding process was critical to my success in my job. 15.7% 0.6% 77.8% 62.1% 61.5% I received adequate support from the HR department. 10.6% -2.0% 77.8% 67.2% 69.2% The on-boarding program helps new hires to become productive very quickly. 7.4% 3.8% 64.3% 56.9% 53.1% I am well informed about my pension/retirement savings program. 5.0% -1.4% 67.5% 62.5% 63.9% I think my benefits package is competitive. 2.3% 9.2% 79.7% 77.4% 68.2% Change is communicated well within BCLC. 1.9% 1.5% 57.8% 55.9% 54.4% I take personal responsibility for my own career development. 1.7% -0.8% 91.8% 90.1% 90.9% My benefits package meets my current needs. 0.8% 8.7% 85.4% 84.6% 75.9% My role is a good fit with my skills. 0.7% -2.2% 84.9% 84.2% 86.4% 21 Significant increase from

22 Decreases ( Box - 3 Year Trend) Statement % Change - % Change - I received adequate support from my mentor % 3.6% 44.4% 69.0% 65.4% BCLC has made progress on issues raised in the last year's employee survey % 2.1% 24.7% 40.3% 38.2% My department took action based on the employee survey results % 1.1% 32.0% 46.6% 45.5% I would recommend BCLC as an employer to a friend or family member % 3.5% 68.0% 81.9% 78.4% The entire Senior Leadership team (CEO, VPs and Directors) reflects and supports the leadership practices necessary to make BCLC successful % 1.9% 58.9% 72.7% 70.8% BCLC is genuinely interested in the well-being of its employees % 3.7% 55.3% 68.3% 64.6% The morale in my department is high % 6.6% 50.8% 63.6% 57.0% I received adequate support from my colleagues % -6.5% 77.8% 89.7% 96.2% My overall compensation package (pay, bonus and benefits) reflects my performance % -3.6% 48.1% 58.7% 62.3% BCLC inspires me to do my best work % 5.3% 58.4% 68.7% 63.4% Recognition is given in a personal and meaningful way % 2.7% 53.8% 64.0% 61.3% The salary % 1.2% 52.1% 62.3% 61.1% The opportunities for career progression. -9.6% 5.1% 39.9% 49.5% 44.4% I have confidence in the decisions made by my division's Senior Leadership team (VP and Directors). -9.6% 2.7% 65.8% 75.4% 72.7% I frequently receive recognition for my work. -9.2% 1.9% 52.5% 61.7% 59.8% 22 Significant decrease from

23 Decreases ( Box - 3 Year Trend) Statement % Change - % Change - I believe I am recognized based on my performance. -8.6% 3.2% 60.1% 68.7% 65.5% BCLC is good at developing employees to their utmost potential. -8.5% 3.7% 46.8% 55.3% 51.6% I received adequate support from the person I report to. -8.4% -6.1% 77.8% 86.2% 92.3% I have confidence in the decisions made by the entire Senior Leadership team (CEO, VPs and Directors) of BCLC. -8.1% 3.5% 60.7% 68.8% 65.3% The working atmosphere within the team. -8.0% 3.2% 71.0% 79.0% 75.8% My department's objectives are clear. -7.9% 2.5% 72.9% 80.8% 78.3% My department's objectives are realistic. -7.3% 0.9% 62.2% 69.5% 68.6% The opportunities for training. -7.1% 3.0% 50.7% 57.8% 54.8% The actions of my division's Senior Leadership team (VP and Directors) are consistent with BCLC values (Integrity, Respect & Social Responsibility) -6.9% 3.0% 74.1% 81.0% 78.0% My department's objectives are consistent with BCLC's objectives. -6.8% 1.5% 72.3% 79.1% 77.6% I have all the resources I require to do my job well. -6.7% 0.4% 69.3% 76.0% 75.6% BCLC provides rewards to recognize various levels of achievement. -6.6% 0.9% 60.2% 66.8% 65.9% The expectations for my job are realistic. -6.5% 2.6% 66.9% 73.4% 70.8% The entire Senior Leadership team (CEO, VPs and Directors) communicates a clear vision of where BCLC is going. -5.8% 4.0% 67.6% 73.4% 69.4% The expectations for my job are motivating. -5.7% 1.6% 58.7% 64.4% 62.8% 23 Significant decrease from

24 Decreases ( Box - 3 Year Trend) Statement % Change - % Change - My work conditions allow me to perform effectively. -5.3% 1.9% 71.2% 76.5% 74.6% The person I report to is committed to my development. -5.3% 3.2% 71.5% 76.8% 73.6% I feel that my overall compensation package (pay, bonus and benefits) is comparable with people doing a similar job within BCLC. -5.2% 0.5% 48.1% 53.3% 52.8% The person I report to develops teamwork within our own team. -5.1% 4.5% 71.6% 76.7% 72.2% I have opportunities to provide input into decisions that affect my work. -5.0% 2.4% 74.1% 79.1% 76.7% Communication is good within my team. -4.9% 4.9% 76.3% 81.2% 76.3% I am motivated to go beyond what is required in my role to help BCLC succeed. -4.9% 3.4% 73.2% 78.1% 74.7% I feel that my overall compensation package (pay, bonus and benefits) is comparable with people doing a similar job with other similar organizations -4.9% 0.8% 38.1% 43.0% 42.2% The right conditions are in place at BCLC for me to take full responsibility in my job. -4.6% -0.5% 63.8% 68.4% 68.9% Projects and initiatives that are launched within BCLC usually get completed. -4.6% -1.2% 55.6% 60.2% 61.4% BCLC is transforming to a player-centric company. -4.4% 2.3% 75.2% 79.6% 77.3% The person I report to continually seeks ways to improve the customers' experience. -4.3% 3.6% 72.4% 76.7% 73.1% The person I report to promotes open and honest communication. -4.2% 3.8% 81.4% 85.6% 81.8% The balance between private and professional life. -4.2% 4.2% 70.1% 74.3% 70.1% Customer feedback is shared across the company. -4.2% 1.9% 46.4% 50.6% 48.7% 24 Significant decrease from

25 Decreases ( Box - 3 Year Trend) Statement % Change - % Change - The flexibility of the work schedule. -4.0% 1.7% 76.9% 80.9% 79.2% The person I report to encourages and supports innovative thinking. -3.8% 2.5% 79.2% 83.0% 80.5% The expectations for my job are clear. -3.7% 0.8% 75.8% 79.5% 78.7% I understand how my role supports BCLC's business objectives. -3.5% 0.4% 86.1% 89.6% 89.2% My job gives me a sense of personal accomplishment. -3.4% -0.9% 75.7% 79.1% 80.0% BCLC continuously innovates to provide players with an outstanding gambling experience. The actions of the entire Senior Leadership team (CEO, VPs and Directors) of BCLC are consistent with BCLC values (Integrity, Respect & Social Responsibility). -3.4% -1.6% 78.0% 81.4% 83.0% -3.4% 3.1% 68.6% 72.0% 68.9% Our team values one another's unique strengths and different abilities. -3.2% 1.3% 80.4% 83.6% 82.3% I have confidence in the decisions made by the person I report to. -3.1% 1.6% 77.3% 80.4% 78.8% The way BCLC operates is in alignment with its values (Integrity, Respect & Social Responsibility). -3.1% 3.1% 83.5% 86.6% 83.5% Communication of major corporate initiatives is timely and relevant. -2.8% 4.2% 63.9% 66.7% 62.5% I can influence my workplace through my ideas and involvement. -2.7% 1.0% 73.3% 76.0% 75.0% The work processes at BCLC allow me to perform effectively. -2.6% -2.5% 55.9% 58.5% 61.0% The person I report to encourages collaboration with other teams. -2.5% 1.1% 78.3% 80.8% 79.7% I have had sufficient input into determining the goals for my job. -2.3% 0.3% 68.1% 70.4% 70.1% 25 Significant decrease from

26 Decreases ( Box - 3 Year Trend) Statement % Change - % Change - BCLC consistently conducts business in a fair, honest and trustworthy manner. -2.2% 1.6% 87.4% 89.6% 88.0% I support the need for change within BCLC. -2.1% 1.8% 90.3% 92.4% 90.6% The person I report to values my contributions. -2.0% 2.2% 84.1% 86.1% 83.9% I believe that the people I work with respect me as a person. -1.9% 1.1% 87.2% 89.1% 88.0% I am well informed about my benefits package. -1.8% 4.0% 80.3% 82.1% 78.1% BCLC is a good corporate citizen. -1.7% 2.4% 87.4% 89.1% 86.7% My work enables me to improve my skills. -1.6% 1.5% 74.7% 76.3% 74.8% BCLC is environmentally responsible. -1.5% -0.5% 76.9% 78.4% 78.9% I feel informed about how BCLC manages gambling in BC -1.3% 2.8% 91.8% 93.1% 90.3% The person I report to treats me with respect. -1.0% 1.1% 87.7% 88.7% 87.6% BCLC makes a positive contribution to the province of BC. -0.7% 2.4% 94.1% 94.8% 92.4% 26

27 Key Metrics 27

28 Endorsement of Strategy Do you believe that BCLC's strategy is moving : (%) In the right direction In the wrong direction Don t know the strategy well enough to say BCLC n= 649 BCLC 68% 76% 6% 4% 26% 21% BCLC RED n=2,013 71% 58% 16% 4% 26% 26% Director n=25 Manager (with direct reports) n=113 Manager (functional) n=33 88% 69% 82% 4% 8% 27% 18% 4% 94% 100% 89% 88% 83% 79% Professional/Technical n=333 63% 8% 29% 72% 67% Front-Line 67% 5% 28% 71% 60% 28 n=86 Administrative n=46 72% 4% 24% 67% 53% Results for Executive Leadership are not shown because of the small base (n=9)

29 Corporate Dimensions Please rate your agreement with the statements below : (%) DK Strongly disagree Somewhat disagree Neither nor Somewhat agree Strongly agree BCLC encourages British Columbians to play responsibly 1% 4% 1% 5% 26% 23% 68% 71% 94% 94% 0% 1% 5% 27% 66% 93% BCLC is a good corporate citizen 1% 2% 9% 1% 8% 29% 35% 60% 52% 87% 89% n=776 1% 2% 9% 36% 50% 86% BCLC makes a positive contribution to the province of BC 1% 4% 4% 20% 22% 74% 73% 94% 95% n=776 0% 1% 6% 22% 70% 92% 29

30 Benefits Package Please rate your agreement with the statements below : (%) DK Strongly disagree Somewhat disagree Neither nor Somewhat agree Strongly agree I am well informed about my benefits package 2% 8% 2% 1% 4% 1% 6% 9% 12% 14% 38% 36% 39% 42% 46% 40% 80% 82% 79% My benefits package meets my current needs 2% 5% 2% 2% 3% 8% 8% 37% 34% 49% 51% 85% 85% 1% 3% 11% 9% 39% 37% 76% I think my benefits package is competitive 4% 2% 6% 5% 2% 5% 9% 11% 33% 28% 47% 49% 80% 77% 5% 4% 10% 12% 32% 36% 68% 30

31 Overall Satisfaction Overall, how satisfied are you with your job at the present time? DK Very dissatisfied Somewhat dissatisfied Neither nor Somewhat satisfied Very satisfied BCLC 7% 17% 7% 41% 27% 68% BCLC 6% 12% 9% 39% 35% 73% BCLC 5% 14% 11% 35% 35% 70% RED n=2,013 6% 19% 0% 49% 23% 72% 31

32 Pace of Change How would you describe the current pace of change within BCLC? (%) Too fast Just right Too slow No significant changes DK BCLC 25% 42% 22% 2% 9% BCLC 23% 43% 24% 2% 9% BCLC 22% 46% 20% 3% 9% RED 17% 52% 23% 9% n=2,013 32

33 Pace of Change How would you describe the current pace of change within BCLC? (%) Too fast Just right Too slow No significant changes DK Director n=25 Manager (direct reports) n=113 Manager (functional) n=33 Professional/Technical n=333 Front-Line n=86 Administrative n=46 24% 19% 28% 34% 44% 47% 4% 0% 26% 23% 21% 21% 42% 42% 41% 47% 29% 27% 35% 27% 3% 3% 6% 3% 1% 4% 12% 39% 39% 3% 6% 19% 19% 53% 2% 6% 12% 51% 28% 9% 27% 26% 40% 41% 22% 22% 2% 9% 2% 9% 23% 44% 19% 4% 10% 21% 50% 11% 2% 16% 25% 58% 9% 2% 7% 22% 45% 14% 4% 15% 30% 52% 11% 7% 19% 48% 11% 1% 21% 26% 49% 6% 5% 15% 33

34 Satisfaction with flexibility of work schedule Please rate your satisfaction with The flexibility of the work schedule (%) 34 DK Very dissatisfied Somewhat dissatisfied Neither nor Somewhat satisfied Very satisfied Overall Director - n=25 Management (direct reports) n=113 Management (functional) n=33 Professional/ Tech - n=333 Front-Line - n=86 Administrative - n=46 6% 7% 10% 4% 6% 9% 5% 7% 9% 27% 28% 28% 4% 44% 6% 31% 7% 13% 16% 6% 6% 35% 2% 3% 7% 28% 6% 10% 30% 3% 6% 33% 6% 2% 32% 2% 9% 42% 8% 4% 7% 7% 9% 11% 6% 6% 6% 29% 12% 10% 12% 11% 13% 12% 9% 4% 8% 15% 10% 20% 3% 4% 8% 12% 15% 6% 24% 28% 33% 23% 24% 27% 27% 50% 53% 51% 52% 63% 65% 51% 60% 55% 58% 60% 47% 50% 52% 51% 35% 43% 44% 61% 48% 49% 77% 81% 79% 96% 94% 81% 86% 88% 85% 91% 92% 89% 74% 80% 80% 62% 67% 71% 80% 81% 72%

35 Care for employee well-being BCLC is genuinely interested in the well-being of its employees DK Strongly disagree Somewhat disagree Neither nor Somewhat agree Strongly agree Overall RED n=2,013 9% 6% 7% 11% 15% 9% 16% 12% 15% 15% 20% 24% 38% 34% 32% 32% 23% 31% 31% 17% 55% 69% 65% 49% 35 Director - n=25 Manager (direct reports) n=113 Manager (functional) n=33 Professional/ Tech n=333 Front-Line n=86 Administrative n=46 2% 1% 12% 9% 7% 3% Significant increase from last year 20% 39% 20% 9% 13% 11% 9% 15% 15% 6% 6% 6% 9% 12% 7% 7% 9% 14% 16% 8% 12% 7% 11% 2% 13% 8% 11% 11% 20% 4% 7% 16% 12% 17% 41% 14% 19% 19% 23% 14% 20% 36% 21% 9% 43% 42% 22% 36% 42% 35% 35% 30% 38% 31% 33% 32% 31% 22% 41% 36% 61% 47% 32% 24% 33% 38% 27% 45% 33% 21% 25% 27% 24% 33% 27% 28% 29% 23% 68% 88% 100% 59% 76% 80% 70% 81% 68% 51% 63% 58% 57% 65% 58% 50% 70% 59% Significant decrease from last year

36 Survey Follow Up Please rate your agreement with the statements below : (%) DK Strongly disagree Somewhat disagree Neither nor Somewhat agree Strongly agree BCLC has made progress on issues raised in the last employee survey 25% 23% 11% 5% 10% 13% 21% 26% 32% 19% 6% 8% 25% 40% 22% 6% 11% 23% 29% 10% 39% My department took action based on the employee survey results 25% 20% 6% 11% 8% 10% 20% 23% 27% 20% 20% 12% 32% 47% 19% 7% 10% 18% 27% 18% 45% 36 Significant increase from last year Significant decrease from last year

37 Survey Follow Up at Corporate Level BCLC has made progress on issues raised in the last employee survey ( box %) BCLC Director n=25 Manager (with direct reports) n=113 Manager (functional) n=33 Professional/Technical n=333 Frontline n=86 Admin n=46 25% 40% 38% 28% 29% 24% 22% 30% 40% 34% 31% 26% 39% 41% 26% 36% 32% 47% 58% 66% 77% 37 Significant increase from last year Significant decrease from last year

38 Development BCLC is good at developing employees to their utmost potential DK Strongly disagree Somewhat disagree Neither nor Somewhat agree Strongly agree 10% 20% 21% 31% 16% 47% 5% 16% 21% 39% 16% 55% 6% 17% 22% 35% 17% 52% RED 11% 17% 29% 29% 12% 41% n=2, Significant increase from last year Significant decrease from last year

39 Work-Life Balance Please rate your satisfaction with The balance between private and professional life (%) DK Very dissatisfied Somewhat dissatisfied Neither nor Somewhat satisfied Very satisfied 7% 10% 13% 30% 40% 70% 5% 10% 11% 32% 42% 74% 6% 10% 14% 31% 39% 70% RED n=2,013 7% 10% 21% 38% 23% 61% 39

40 Perceptions of the Leadership Team Please rate your agreement with the statements below : (%) DK Strongly disagree Somewhat disagree Neither nor Somewhat agree Strongly agree I have confidence in the decisions made by the Sr Leadership team of BCLC 6% 13% 3% 8% 5% 11% 18% 17% 19% 35% 34% 32% 29% 34% 32% 61% 69% 66% RED n=2,013 9% 14% 26% 32% 16% 48% The Sr Leadership team communicates a clear vision of where BCLC is going 6% 12% 3% 6% 5% 9% 15% 14% 15% 35% 41% 38% 33% 32% 31% 68% 73% 69% RED n=2,013 10% 15% 26% 30% 17% 47% 40 Significant increase from last year Significant decrease from last year

41 Would Recommend I would recommend BCLC as an employer to a friend or family member. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 6% 11% 15% 30% 38% 68% 3% 5% 10% 28% 54% 82% 4% 7% 10% 27% 52% 78% RED n= 9% 9% 21% 33% 26% 59% 41 Significant increase from last year Significant decrease from last year

42 Need for Change Understanding and Support Please rate your agreement with the statements below: I understand the need for change within BCLC Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 1% 4% 2% 5% 30% 28% 62% 64% 93% 92% 2% 7% 32% 59% 91% I support the need for change within BCLC 2% 6% 1% 6% 27% 30% 66% 60% 90% 93% 2% 7% 30% 61% 91% Change is communicated well within BCLC 8% 4% 17% 18% 17% 22% 36% 39% 22% 17% 58% 56% 8% 16% 22% 54% 38% 17% 42

43 The Employee Experience 43

44 Employee Expectations Please rate your agreement with the statements below: Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree The expectations for my job are clear 6% 12% 7% 2% 9% 10% 41% 42% 35% 37% 76% 80% 3% 10% 8% 42% 37% 79% The expectations for my job are realistic 6% 13% 3% 11% 12% 14% 42% 37% 30% 32% 67% 74% 4% 12% 13% 39% 32% 71% 7% 16% 18% 32% 26% 59% The expectations for my job are motivating 4% 13% 18% 37% 28% 65% 5% 13% 20% 33% 30% 63% 44 Significant increase from last year Significant decrease from last year

45 Provide Input I have opportunities to provide input into decisions that affect my work. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 6% 11% 8% 32% 42% 74% 2% 10% 8% 37% 42% 79% % 9% 9% 32% 45% 77 % 45 Significant increase from last year Significant decrease from last year

46 Peer Respect I believe that the people I work with respect me as a person. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 3% 5% 5% 24% 63% 87% 5% 4% 29% 60% 89% 3% 7% 29% 59% 88% 46

47 Personal Accomplishment My job gives me a sense of personal accomplishment. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 4% 9% 11% 39% 37% 76% 3% 9% 9% 41% 38% 79% 3% 8% 10% 42% 38% 80% RED n= 8% 10% 21% 38% 22% 60% 47

48 Good Fit with Skills My role is a good fit with my skills. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 3% 7% 6% 33% 52% 85% 2% 6% 8% 34% 50% 84% 2% 6% 6% 31% 55% 86% 48

49 Improve my Skills My work enables me to improve my skills. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 5% 9% 11% 35% 39% 75% 4% 9% 11% 36% 41% 77% 4% 9% 12% 34% 41% 75% RED n= 5% 9% 21% 37% 26% 63% 49

50 Influence my Workplace I can influence my workplace through my ideas and involvement. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 4% 10% 13% 38% 35% 73% 2% 9% 13% 41% 35% 76% 4% 8% 13% 38% 37% 75% 50

51 Role Supports Business Objectives I understand how my role supports BCLC s business objectives. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 3% 5% 7% 29% 57% 86% 3% 6% 34% 56% 90% 3% 6% 33% 56% 89% 51 Significant increase from last year Significant decrease from last year

52 Input in Goal Setting I have had sufficient input into determining the goals for my job. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 7% 9% 15% 37% 31% 68% 4% 8% 17% 37% 34% 70% 5% 10% 14% 33% 37% 70% RED n= 7% 11% 21% 38% 21% 59% 52

53 Motivated to Exceed Requirements I am motivated to go beyond what is required in my role to help BCLC succeed. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 7% 9% 11% 32% 41% 73% 3% 8% 10% 34% 44% 78% 4% 7% 14% 29% 46% 75% RED 2% 5% n= 17% 41% 34% 75% 53 Significant increase from last year Significant decrease from last year

54 Opportunities for Training Please rate your satisfaction with the opportunities for training. Don't know (1) Very dissatisfied (2) Somewhat dissatisfied (3) Neither satisfied nor dissatisfied (4) Somewhat satisfied (5) Very satisfied 11% 19% 18% 32% 19% 51% 7% 14% 21% 33% 25% 58% 9% 15% 21% 30% 25% 55% RED n= 7% 14% 24% 34% 19% 53% 54 Significant increase from last year Significant decrease from last year

55 Opportunities for Career Progression Please rate your satisfaction with the opportunities for career progression. Don't know (1) Very dissatisfied (2) Somewhat dissatisfied (3) Neither satisfied nor dissatisfied (4) Somewhat satisfied (5) Very satisfied 15% 19% 25% 24% 16% 40% 10% 16% 22% 30% 20% 50% 11% 17% 25% 26% 18% 44% RED n= 14% 15% 27% 29% 13% 42% 55 Significant increase from last year Significant decrease from last year

56 Career Development I take personal responsibility for my own career development. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 6% 29% 63% 92% 8% 32% 58% 90% 8% 34% 57% 91% 56

57 The Work Environment 57

58 Department Objectives Clear, Realistic, Consistent My department s objectives are Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 6% 12% 9% 35% 38% 73% Clear 2% 8% 9% 37% 44% 81% 3% 8% 11% 34% 45% 79% 6% 12% 17% 32% 30% 62% Realistic 3% 11% 15% 35% 35% 70% 3% 12% 15% 34% 35% 69% 3% 5% 17% 33% 39% 72% Consistent with BCLC s Objectives 1% 4% 12% 32% 47% 79% 1% 4% 14% 31% 46% 78% 58

59 Good Communication Communication is good within my team. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 7% 11% 6% 38% 38% 76% 3% 9% 6% 39% 42% 81% 4% 11% 9% 36% 40% 76 % RED n= 7% 12% 16% 41% 23% 64% 59

60 Valued Our team values one another s unique strengths and different abilities. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 4% 9% 7% 34% 47% 80% 2% 6% 8% 32% 51% 84% 3% 7% 7% 33% 49% 82% 60

61 Resources I have all the resources I require to do my job well. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 5% 19% 7% 42% 27% 69% 3% 14% 7% 46% 30% 76% 3% 15% 7% 45% 31% 76% RED n= 5% 15% 19% 40% 20% 60% 61

62 Work Conditions My work conditions allow me to perform effectively. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 5% 14% 10% 39% 33% 71% 2% 12% 9% 39% 38% 77% 2% 12% 11% 38% 37% 75% 62

63 Working Atmosphere Please rate your satisfaction with the working atmosphere within the team. Don't know (1) Very dissatisfied (2) Somewhat dissatisfied (3) Neither satisfied nor dissatisfied (4) Somewhat satisfied (5) Very satisfied 6% 12% 11% 34% 37% 71% 3% 10% 8% 34% 45% 79% 3% 12% 10% 38% 38% 76% RED n= 6% 10% 21% 41% 21% 62% 63

64 Projects are Usually Completed Projects and initiatives that are launched within BCLC usually get completed. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 5% 14% 20% 35% 21% 56% 1% 10% 18% 40% 20% 60% 2% 10% 20% 39% 23% 61% RED n= 4% 10% 22% 41% 17% 58% 64

65 Communications Help Understand Objectives Official communications are effective in helping me better understand our business objectives. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 4% 8% 15% 40% 32% 72% 1% 6% 20% 42% 30% 72% 2% 9% 22% 36% 29% 65% 65

66 Communications are Timely and Relevant Communication of major corporate initiatives is timely and relevant. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 5% 14% 16% 41% 23% 64% 2% 10% 18% 46% 21% 67% 4% 11% 20% 37% 25% 63% 66

67 Recognition and Performance 67

68 Recognized Based on Performance I believe I am recognized based on my performance. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 12% 14% 13% 31% 29% 60% 6% 10% 14% 41% 28% 69% 7% 12% 15% 31% 34% 66% 68

69 Receiving Recognition I frequently receive recognition for my work. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 9% 18% 20% 33% 20% 53% 7% 14% 17% 37% 25% 62% 6% 15% 18% 34% 26% 60% 69

70 Perceiving Recognition Recognition is given in a personal and meaningful way. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 10% 14% 21% 31% 23% 54% 7% 11% 17% 35% 29% 64% 7% 13% 18% 32% 30% 62% 70

71 Reward Recognition BCLC provides rewards to recognize various levels of achievement. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 7% 13% 16% 41% 19% 60% 3% 9% 19% 42% 25% 67% 3% 10% 18% 38% 28% 66% 71

72 Perform Effectively The work processes at BCLC allow me to perform effectively. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 9% 22% 14% 39% 17% 56% 6% 21% 15% 40% 18% 59% 5% 22% 12% 40% 21% 61% 72

73 Improving Current Performance How useful was the performance discussion on identifying ways of improving your current performance? Don't know (1) Not at all useful (2) Not very useful (3) Somewhat useful (4) Very useful 3% 15% 41% n=574 38% 79% n=665 2% 10% 44% 43% 87% n=663 4% 9% 45% 40% 85% 73 Significant increase from last year Significant decrease from last year

74 Identifying Development Opportunities How useful was the performance discussion on identifying your future development opportunities? Don't know (1) Not at all useful (2) Not very useful (3) Somewhat useful (4) Very useful 8% 17% 38% 33% n=574 72% n=665 5% 15% 41% 37% 79% n=663 6% 16% 39% 36% 76% 74 Significant increase from last year Significant decrease from last year

75 Setting Future Performance Expectations How useful was the performance discussion on setting performance expectations for the next year? Don't know (1) Not at all useful (2) Not very useful (3) Somewhat useful (4) Very useful 6% 16% 41% 33% n=574 73% n=665 3% 12% 44% 37% 81% n=663 5% 11% 44% 36% 80% 75 Significant increase from last year Significant decrease from last year

76 Feedback on Performance How useful was the performance discussion on your performance over the past year? Don't know (1) Not at all useful (2) Not very useful (3) Somewhat useful (4) Very useful 3% 10% 41% n=574 45% 86% n=665 2% 7% 45% 45% 90% n=663 4% 6% 45% 44% 89% 76 Significant increase from last year Significant decrease from last year

77 Results If Employee Had Performance Review Feedback on my performance over the past year 86% 90% 89% Identifying ways of improving my current performance 79% 87% 85% Identifying my future development opportunities 72% 76% 79% Setting my performance expectations for the next year 73% 81% 80% 77 Significant increase from last year Significant decrease from last year Base: Respondents who had a performance review in the past 12 months.

78 My Supervisor / Manager 78

79 Confidence in Supervisor I have confidence in the decisions made by the person I report to. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 5% 8% 8% 31% 47% 77% 3% 7% 9% 30% 51% 81% 5% 7% 9% 31% 48% 79% RED n= 7% 12% 22% 36% 21% 57% 79

80 Supervisor Encouraging The person I report to encourages and supports innovative thinking. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 5% 5% 9% 25% 54% 79% 3% 5% 9% 27% 56% 83% 4% 6% 9% 25% 55% 81% 80

81 Supervisor Promotes Open Communication The person I report to promotes open and honest communication. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 6% 5% 7% 22% 59% 81% 3% 5% 6% 26% 60% 86% 5% 6% 8% 24% 57% 82% 81 Significant increase from last year Significant decrease from last year

82 Supervisor Committed to Development The person I report to is committed to my development. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 6% 9% 13% 25% 46% 72% 5% 5% 13% 29% 48% 77% 5% 7% 12% 27% 47% 74% 82 Significant increase from last year Significant decrease from last year

83 Supervisor Respectful The person I report to treats me with respect. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 3% 3% 5% 22% 66% 88% 3% 3% 6% 21% 67% 89% 3% 3% 6% 20% 68% 88% 83

84 Supervisor Values Contributions The person I report to values my contributions. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 3% 3% 9% 28% 57% 84% 2% 4% 7% 28% 58% 86% 3% 3% 8% 26% 58% 84% 84

85 Supervisor Develops Teamwork The person I report to develops teamwork within our own team. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 7% 8% 12% 27% 45% 72% 5% 7% 12% 31% 45% 77% 7% 7% 14% 29% 43% 72% 85 Significant increase from last year Significant decrease from last year

86 Supervisor Encourages Collaboration The person I report to encourages collaboration with other teams. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 4% 4% 11% 27% 52% 78% 4% 4% 11% 29% 52% 81% 3% 5% 11% 29% 51% 80% 86

87 Supervisor Betters Customer Experience The person I report to continually seeks ways to improve the customers experience. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 4% 4% 16% 29% 44% 72% 3% 4% 14% 31% 46% 77% 3% 5% 16% 28% 45% 73% 87

88 Compensation and Benefits 88

89 Salary Please rate your satisfaction with the salary. Don't know (1) Very dissatisfied (2) Somewhat dissatisfied (3) Neither satisfied nor dissatisfied (4) Somewhat satisfied (5) Very satisfied 12% 21% 15% 36% 16% 52% 6% 16% 15% 42% 21% 62% 5% 16% 17% 39% 22% 61% RED n= 11% 16% 21% 36% 15% 51% 89 Significant increase from last year Significant decrease from last year

90 Well Informed About Benefits Package I am well informed about my benefits package. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 2% 8% 9% 38% 42% 80% 1% 4% 12% 36% 46% 82% 1% 6% 14% 39% 40% 78% 90

91 Benefits Meet Current Needs My benefits package meets my current needs. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 2% 5% 8% 37% 49% 85% 2% 3% 8% 34% 51% 85% 3% 11% 9% 39% 37% 76% 91

92 Pension/Retirement Savings Program I am well informed about my pension/retirement savings program. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 5% 12% 14% 38% 30% 68% 5% 11% 20% 33% 29% 62% 3% 13% 18% 38% 26% 64% 92 Significant increase from last year Significant decrease from last year

93 Comparable within BCLC I feel that my overall compensation package is comparable with people doing a similar job within BCLC. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 11% 17% 16% 27% 21% 48% 7% 15% 16% 29% 24% 53% 8% 13% 18% 30% 23% 53% RED n= 7% 12% 19% 36% 21% 57% 93 Significant increase from last year Significant decrease from last year

94 Comparable with other similar organizations I feel that my overall compensation package (pay, bonus and benefits) is comparable with people doing a similar job with other similar organizations. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 17% 22% 13% 24% 14% 38% 10% 20% 17% 26% 17% 43% 9% 19% 19% 25% 18% 42% 94

95 Reflect Performance My overall compensation package (pay, bonus and benefits) reflects my performance. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 17% 20% 14% 29% 19% 48% 9% 15% 16% 36% 23% 59% 8% 14% 14% 38% 25% 62% 95 Significant increase from last year Significant decrease from last year

96 The Influence of BCLC 96

97 Inspirational BCLC inspires me to do my best work. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 7% 14% 20% 35% 23% 58% 4% 10% 17% 40% 29% 69% 5% 10% 22% 36% 27% 63% 97 Significant increase from last year Significant decrease from last year

98 Responsibility of Job The right conditions are in place at BCLC for me to take full responsibility of my job. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 7% 13% 15% 36% 28% 64% 3% 11% 17% 36% 33% 69% 4% 10% 16% 34% 35% 69% 98

99 Developing Employees BCLC is good at developing employees to their utmost potential. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 10% 20% 21% 31% 16% 47% 5% 16% 21% 39% 16% 55% 6% 17% 22% 35% 17% 52% RED n= 11% 17% 29% 29% 12% 41% 99 Significant increase from last year Significant decrease from last year

100 Customer Feedback is Shared Customer feedback is shared across the company. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 10% 18% 22% 28% 18% 46% 7% 18% 21% 29% 22% 51% 8% 17% 20% 28% 21% 49% 100

101 Business Conducted Fairly BCLC consistently conducts business in a fair, honest, and trustworthy manner. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 2% 7% 30% 58% 87% 2% 6% 27% 63% 90% 3% 7% 28% 61% 88% 101

102 Operates in Alignment with Values The way BCLC operates is in alignment with its values. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 2% 4% 10% 35% 48% 84% 1% 3% 8% 34% 53% 87% 1% 4% 10% 35% 49% 84% RED n= 3% 8% 25% 39% 20% 59% 102

103 Corporate Values and Responsibilities 103

104 Corporate Responsibility 104 DK Strongly disagree Somewhat disagree Neither nor Somewhat agree Strongly agree BCLC is a good corporate citizen BCLC encourages British Columbians to play responsibly. BCLC is transforming to a player-friendly company BCLC makes a positive contribution to the province of BC BCLC is environmentally responsible Significant increase from last year 1% 2% 9% 1% 8% 1% 2% 9% 1% 4% 1% 5% 1% 5% 2% 7% 1% 4% 1% 4% 1% 4% 4% 1% 6% 2% 3% 2% 4% 1% 5% 13% 14% 13% 14% 12% 12% 26% 23% 20% 22% 27% 22% 29% 35% 36% 36% 35% 39% 38% 36% 36% 68% 71% 74% 73% 66% 70% 60% 52% 50% 40% 44% 39% 39% 43% 43% 87% 89% 87% 94% 94% 93% 75% 80% 77% 94% 95% 92% 77% 78% 79% Significant decrease from last year

105 Corporate Citizen BCLC is a good corporate citizen. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 1% 2% 9% 35% 52% 87% 1% 8% 29% 60% 89% 1% 2% 9% 36% 50% 87% 105

106 Play Responsibly BCLC encourages British Columbians to play responsibly. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 1% 4% 26% 68% 94% 1% 5% 23% 71% 94% 0% 1% 5% 27% 66% 93% 106

107 Player-centric Company BCLC is transforming to a player-friendly company. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 2% 7% 13% 35% 40% 75% 1% 4% 13% 36% 44% 80% 1% 4% 14% 39% 39% 77% 107 Significant increase from last year Significant decrease from last year

108 Positive Contribution to BC BCLC makes a positive contribution to the province of BC. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 1% 4% 20% 74% 94% 4% 22% 73% 95% 0% 1% 6% 22% 70% 92% 108

109 BCLC Manages Gambling in BC I feel informed about how BCLC manages gambling in BC. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 1% 5% 30% 62% 92% 0% 1% 5% 31% 62% 93% 1% 2% 6% 31% 59% 90% 109

110 Gaming Revenues Benefit the Community I feel informed about how gaming revenues benefit provincial and community programs and services. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 2% 2% 7% 33% 56% 89% 3% 8% 29% 60% 89% 1% 5% 10% 32% 52% 84% 110

111 Provide Players with Exceptional Service BCLC continuously innovates to provide players with an outstanding gambling experience. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 3% 8% 11% 41% 37% 78% 2% 6% 10% 37% 45% 81% 1% 6% 9% 42% 41% 83% 111

112 Environmentally Responsible BCLC is environmentally responsible. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 2% 3% 14% 38% 39% 77% 2% 4% 12% 36% 43% 78% 1% 5% 12% 36% 43% 79% 112

113 Corporate Social Responsibility I understand what corporate social responsibility (CSR) means to BCLC Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 1% 2% 5% 35% 57% 91% 2% 6% 31% 61% 91% N/A 113

114 Senior Leadership 114

115 Senior Leadership Team Follows Values The actions of the entire Senior Leadership team of BCLC are consistent with BCLC values. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 4% 9% 14% 34% 35% 69% 2% 6% 12% 34% 38% 72% 3% 9% 15% 33% 36% 69% 115

116 Division s Senior Leadership Team Follows Values The actions of my division s Senior Leadership team are consistent with BCLC values. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 5% 6% 11% 26% 48% 74% 2% 5% 9% 30% 51% 81% 3% 4% 12% 30% 48% 78% 116 Significant increase from last year Significant decrease from last year

117 Communication of BCLC Vision The entire Senior Leadership team communicates a clear vision of where BCLC is going. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 6% 12% 14% 35% 33% 68% 3% 6% 15% 41% 32% 73% 5% 9% 15% 38% 31% 69% RED n= 10% 15% 26% 30% 17% 47% 117 Significant increase from last year Significant decrease from last year

118 Confidence in Decisions made by Division s SLT I have confidence in the decisions made by my division s Senior Leadership team. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 6% 12% 15% 29% 36% 66% 3% 7% 13% 31% 44% 75% 4% 7% 15% 29% 43% 73% 118 Significant increase from last year Significant decrease from last year

119 SLT Supports Good Leadership Practices The entire Senior Leadership team reflects and supports the leadership practices necessary to make BCLC successful. Don't know (1) Strongly disagree (2) Somewhat disagree (3) Neither disagree nor agree (4) Somewhat agree (5) Strongly agree 8% 14% 18% 34% 25% n=146 59% n=172 4% 7% 15% 42% 31% 73% n=161 2% 6% 17% 40% 30% 71% 119 Significant increase from last year Significant decrease from last year