The given graphs illustrate the actual percentage of buses arriving on time compared with the target set by bus company, and represent the number of passenger complaints per thousand journeys over the period from 1990 to 2002.
Overall, over the nine years between 1990 to 1999 the percentage of buses arriving on time were lower than the target set by company. Additionally, only in 2002 the figure for buses that arrived on time exceeded the target. Regarding the number of complaints during journeys, the figure for passenger complaints experienced fluctuation over the period.
To begin with, in 1993, 1996 and 1999 the bus company set the same target for buses at 85%. However, in 1993 the percentage of buses showed the lowest figure at 82% among other years. Similarly, in both 1996 and 1999 the figure for buses represented lower percentages at around 84%, by not reaching the target. Furthermore, at the beginning of the period the target was set at 84% but the percentage of buses did not reached it by recording for 83%. Moreover, in 2002 the target was set at 85% and the rate for buses arriving on time exceeded the target at 86%.
Turning to the number of compaints per thousand passenger journeys, the figure for complaints experienced fluctuations throughout of the period. It started in 1990 at around 60% and increased rapidly to 100% in 1993. Eventually, in 1996 its figure declined to roughly 60% before experiencing significant increase in 1999 and 2002 at around 115% and 124%, respectively.