The bar charts illustrate the punctuality of bus services, compared with the company’s target, as well as the number of complaints per 1,000 passenger journeys between 1990 and 2002.
Overall, while the proportion of buses arriving on time generally improved over the period, it consistently failed to meet the target set by the company. In contrast, passenger complaints fluctuated but showed an upward trend overall.
In 1990, approximately 83% of buses were punctual, slightly below the target of 84%. Although this figure fell to about 82% in 1993, it then gradually increased, reaching around 84.5% by 2002. Despite this improvement, the company’s punctuality goals, which rose steadily from 84% to nearly 86% over the same period, were never fully achieved.
Passenger complaints displayed a different pattern. They stood at roughly 60 per 1,000 journeys in 1990, peaked at 110 in 1993, and then dropped back to about 70 in 1996. However, the number of complaints rose again in the following years, climbing to over 120 by 2002 – the highest level recorded.
In summary, the bus company made some progress in improving punctuality, but customer dissatisfaction grew, indicating that service quality issues persisted despite operational enhancements