Band 6+: The charts below shows the performance of a bus company in terms of punctuality, both actual and target (what actually happened compared to what the company was trying to achieve), and the number of complaints from passengers. Summarize the information by selecting and reporting the main features, and make comparisons where relevant.

The graphs illustrate the percentage of buses of a bus company actually arriving on time and their target, and how much complaints were received per 1000 trips between 1999-2003.

Overall, it can be clearly seen that the bus company generally overestimated the proportion of trips arriving on time in most years, with the exception of year 2003, which met their target. Moreover, in that year, 2003, they also received higher complaints proportion than any other years.

The company targeted an arrival-on-time rate of 86% at first, but gradually lowered their expectations to 85% in 2001 and then just over 84% in 2003. The actual on time arrivals varied from just over 82% to around 85%, with a huge dip at 82% in 2000 but quickly recovered to above 84% in the next year. By 2003, they were able to met expectations, with around 85% arrival-on-time rate, just under a percentage more than their expectations.

As for the rate of complaints, there is an upward trend, with around 70 complaints per 1000 trips in 1999 to around 120 per thousand in 2003. Moreover, the complaints rate in 2000 is higher than the previous and following year because the rate of buses arriving onn time is lower than both of the aforementioned years. In 2003, they received the highest rate of complaints, although that year has the highest rate of arrival on time.