The first chart shows the actual and target percentage of buses, from a particular bus company, that arrived at the destination on time, between 1999 and 2003. Meanwhile, the second chart shows how many complaints were made during the same period.
It is clear that while the expected target of buses arriving on time decreased over the years, there was no clear pattern in the percentage of buses that actually arrived on time. Additionally, the number of complaints from their passengers increased throughout the period.
In 1999, the company’s target of buses arriving on time stood at 86%, which was 1% higher than what was actually achieved. Although the target remained unchanged one year later, the percentage of on-time arrivals dropped by nearly 3%. By 2003, this company had reduced its target of on-time arrivals to just over 84%, while the actual figure had witnessed considerable growth to about 85%.
Starting at approximately 7% of total passengers in 1999, the number of complaints made by passengers rose significantly before experiencing a slight decline to just over 8% in 2001. This figure then grew considerably two years later, with about 12% of passengers complaining in the last year.