Band 6+: You should spend about 20 minutes on this task. The charts below show the performance of a bus company in terms of punctuality, both actual and target (what actually happened compared to what the company was trying to achieve), and the number of complaints and passengers. Summarise the information by selecting and reporting the main features and make comparisons where relevant.

This chart represents data on a bus company’s performance during the period of time from 1999 to 2003. The main criteria are punctuality – actual and target – and the number of complaints per thousands passenger’s journey.

There is a visible consistency in percentage of delays from 1999 to 2002. The estimated arrival time differs from the actual one by at least 0.5 percent. The only year showcasing positive trend is 2003. The most dramatic gap of 4 percent can be seen in 2000.

The number of complaints kept increasing throughout presented years. Originated with 70 complaints in 199 it had reached 120 complaints by 2003. 2001 was the only year that showed a slight decrease, plummeting to approximately 82 complaints.

The overall data demonstrates negative dynamics in terms of both punctuality and quality of taken rides.