The two bar graphs present data on the actual proportion of buses arriving on time compared to the company’s target, and the figure for complaints per 1000 passenger journeys between 1990 and 2002.
Overall, it is clear that the percentage of actual arrivals on time reached its highest point in 2002, while, except in 1990, the company’s target remained the same throughout the period. Additionally, the number of passenger complaints peaked in 2002. Complaints generally increased over time.
Regarding the actual and target percentages of buses, the highest proportion of actual buses arriving on time stood at 85% in 2002, whereas in 1993, the punctuality rate was the lowest, at 82%. In 1996 and 1999, both years recorded the same value of 84.5%. The share of on-time arrivals was a modest 83% in 1990. In addition, except in 2002, actual arrivals on time were lower than the target during the 12-year period.
In the case of the company’s passenger complaints, the highest number of complaints was in 2002, with a figure of approximately 120 (per 1000 passenger journeys), while it was the lowest in both 1990 and 1996, at around 55 per thousand. In 1999, the complaint rate was lower than in 2002, at around 110 per thousand. Additionally, in 1993, complaints reached 100 per thousand.