The bar charts demonstrate punctuality and objective of the buses arrivals, and the figure of complaints per 1000 passenger journeys from 1990 to 2002.
Overall, it is clear that the proportion of buses running on time edged up, surpassing the target only at the end. In contrast, complaints per 1,000 journeys doubled, though with a dip in 1996.
Looking first at punctuality, the actual percentage of buses running on time stood at 83% in 1990, one point below the company’s target of 84%. The gap widened in 1993, when the figure dipped to 82% while the target rose to 85%. The figure picked up to 84.5% in 1996 and held at that level in 1999, falling just short of 85%. The final year saw the figure rise to its highest level of 86%, surpassing the 85% target.
Turning to complaints, the number per 1,000 passenger journeys stood at 60 in 1990, before jumping to 100 in 1993. This was followed by a drop to the original level of 60 in 1996, but rose again to 110 in 1999, even though the proportion of buses on time was unchanged. The upward trend continued in 2002, when complaints peaked at 120, exactly double the 1990 level.