The charts show the performance of a bus company from 1999 to 2003, focusing on the percentage of services arriving on time and the number of complaints from passengers.
Overall, the company failed to consistently achieve punctuality targets, and complaints increased steadily over the five years.
In terms of punctuality, the target percentage for on-time services at the start of the period was 86%, gradually declining each year. The first two years maintained this target, followed by 85% in the next two years, and a final decrease of only 0.5% by the end of the period. Throughout this period, the actual percentage achieved was generally about 1% lower than the target except in 2000, 2003. In 2000, the actual on-time percentage dropped significantly to just 82%, whereas by 2003, there was an improvement, with the on-time percentage exceeding the target by 0.75%.
Regarding complaints, the number of customers has clearly increased each year, doubling compared to 1999, from 60,000 orders to 120,000 orders.