Bar charts illustrate data on the actual and target percentage of punctual bus services provided by a US bus company, and number of complaints from passengers from 1999 to 2003.
Overall, the actual performance of bus services in terms of punctuality fluctuated and the target performance continuously declined. Number of complains received rose continuously.
From 1999 to 2001, the actual proportion of bus arriving on time dropped dramatically to around 30% in 2000 which was followed by a gradual increase to 40% in 2001. While the target percentage of bus arriving on time first dropped significantly to around 50% in 2000 then it declined slowly in 2001. In the meantime, the number of complaints from customers rose significantly to 100 cases in 2000 followed by a steady decline in 2001.
From 2001 to 2003, the actual percentage of punctual bus services remained unchanged in 2002 followed by a dramatic increase to approximate 80% in 2003 while the target percentage reduced steadily to around 35%. Number of complaints from passengers massively increased to approximate 125 cases.