1. Industry Perceptions survey 2014/15 results

2. Contents sample composition methodology findings areas of improvement actions

3. 2013 n=500 2015 n=500 Respondent type Licence holder61% Other stakeholder39% Licence type Liquor only52%57% Liquor & gambling37% Gambling only10%6% Business size Small (<20)64%69% Mid-large (20 – 199)35%29% Very large (> 200)1% Locations Metro48%45% Regional52%55%

4. Key findings 93 per cent satisfied VCGLR is delivering on its key intent 98 per cent clearly understood licence conditions and how to be compliant 89 per cent satisfied with how they were kept up to date improvement in licensee satisfaction amongst those found to be non-compliant

5. Knowledge Exchange Percentage of licensees that agreed the Knowledge Exchange is a worthwhile event Percentage of licensees that are aware of Knowledge Exchange events

6. Customer service

8. Area of improvement – website high volume information difficult to navigate inadequate search function

9. Areas of improvement smaller liquor only businesses disengaged o perceive licence conditions as restrictive o perceive costs as unreasonably high o feel not treated as low risk o less likely to recall receiving printed literature o less likely to attend Knowledge Exchange events o less likely to feel consulted

10. VCGLR actions stakeholder engagement plan for small, liquor only licensees website usability study VCGLR services charter