The first chart presents the estimated and real punctuality rate of a specific bus company. The second one illustrates the sum of complaints per thousand passenger’s journeys.
Overall, from the first illustration, while the target percentage of punctuality gradually declined, this figure in reality fluctuated throughout. Interestingly, the targets of the examined company in 1999 and 2000 were by far highest data recorded. The changes in the actual proportion also corresponded with these in the number of complaints.
Looking at the first chart, it is noticeable that the actual numbers of bus arriving on time were always lower than the anticipated ones in all years surveyed, with the exception of the year 2003 when the former exceeded the latter by a very small gap. Starting at a whooping 86%, the projected rate of punctual bus arrival stabilized for one year, before a gradual decrease to slightly below 85% mark was witnessed. By contrast, with 85% in 1999, the factual percentage of bus arriving punctually experienced the biggest plummet to 82%, also highlighting the largest gap between this figure and the estimated one. This then constantly recovered to its initial number(around 85%) despite a marginal downward trend in 2002.
Turning to the remaining chart, noteworthily, the modifications in the number of people complaining were strongly correlated with those in the actual punctuality rate. From 1999 to 2002, the total of complaints made by passengers experienced fluctuations in the range of 60 to 100 ones per thousand passenger’s journeys. From this point to 2003, there was an upward trend to a high 120 complaints seen in this figure, much higher than the initial 70 complaints, though the actual rate of bus arriving in time in this year was roughly the same as that in 1999.