The bar charts provide information about how well a bus company performed regarding punctuality, both actual and target, along with the frequency of passenger complaints from 1999 to 2003.
Overall, although the company lowered its desired targets over the years, it consistently failed to meet such expectations, except for 2003, and a fluctuation was registered in the proportion of actual on-time arrivals. Additionally, there was a growing number of complaints from passengers throughout the years.
In terms of the achieved results and the desired targets set by the company, 85% of buses arrived punctually in 1999. This figure witnessed a short decrease to over 82% in the following year before recovering to its initial figure. The company’s goals in 1999 and 2000 were the same, at 86%, and in 2001 and 2002, they were 85%. Meanwhile, in 2003, the bus company aimed for nearly 85% of its buses to be punctual, which was the lowest.
Turning to complaint numbers, in the first two years, they experienced a sharp rise, from approximately 70 per thousand passenger trips to over 100. Despite a small dip in 2001, the number of complaints increased gradually to reach 120 at the end of the surveyed period, seeing the highest level of complaints.