The charts illustrate how often a bus company met its intended arrival times in terms of its punctuality over a five-year period, alongside the amount of negative passengers’ feedback from 1999 to 2003.
Overall, the company consistently failed to meet such expectations, except for 2003. Additionally, an upward trend was evident in the number of complaints from passengers throughout the period.
Regarding the punctuality figures, in 1999 and 2000, while the target remained steady at 86%, the disparity between real and expected performance widened, as the proportion of on-time services dropped from 85% to 82%. From 2001 onwards, service performance gradually improved to approximately 84.5% by 2002, narrowing the gap with the revised goal of 85%, despite not meeting it. Notably, by 2003, the company had surpassed its target for the first time, as the rate of actual on-time services rose modestly to around 85%, marginally higher than the goal that had slightly reduced to nearly 84.5%.
Turning to the amount of negative feedback per thousand customers’ journeys, the figure was the lowest in 1999, at around 70, after which it increased significantly to 100 in the following year before declining to about 81 in 2001. During the rest of the period, the frequency of passengers’ complaints increased steadily, peaking at 120 in 2003.