The first chart illustrates the performance of a bus company in terms of on time both empirical and goal while the second chart gives information about the complaints and passenger rate.
Overall, it is clear that the target percentage of punctual running sevices was higher than that of actual except for 2003. Moreover, the complaints level generally witnessed a steadily increase over the given period.
To begin with, the expected rate of on-time arrivals was 86%, which was higher than the goal of 85% in 1999. The empirical of services arriving on time was 82% and it was lower 6% compared to the target in 2000. In 2001, the actual with figures being 84,5%, which were lower than the planned figure was 85%. From 2002 to 2003, both the actual and target rate fluctuated between 84% around 85%, showing that buses services were becoming reliable.
Turning the second chart, the number of dissatisfaction started 70,000 in 1999, after climbing sharp to 100,000 in 2000. There was a moderate decrease in that to over 80,000 in 2001. The dissatisfactions rate continued rise gradual stood at 110,000 and 120,000 respectively between 2002 and 2003. These figures showed although buses services were improving but the number of complaints still rose.