The given charts illustrate a bus company’s performance of punctuality in both actual and target, and the number of complaints per thousand passenger’s journeys in a 5-year period beginning in 1999 . The figures are expressed in percentages and numbers, respectively.
Overall, it can be observed that the expected percentage of services arriving on time was generally higher than the actual figure with the only exception being the figure in 2003. Additionally, the number of complaints increased after 5 years with the highest number at the end of the period.
In terms of the proportion of the performance of punctuality, there was a minor gap between the target percentages and the actual ones throughout the period, excepting the figures in 2000. Services arriving on time were expected to account for 86% in 1999 and in 2000, while they actually stood at 85% before dropping by 3 percentage points in the next year. The target proportion decreased to 85% in the next two years, whereas the actual percentage recovered to just over 84% in 2001, then fell to 84% in 2002. In the final year of the timeframe, the expected percentage declined to just over 84%; meanwhile, the realistic figure nearly reached 85%, being the only actual percentage that was higher than the target one.
As for the number of complaints, there were about 70 complaints per thousand passenger’s journeys in 1999. The number soared sharply to 100 in the next year before dropping to just over 80 in 2001. During the rest of the period, the figure recovered to over 100 in 2002 and reached its peak at 120 in 2003, recording the highest number of complaints in the period.