The charts below show the performance of a bus company in terms of punctuality, both actual and target, and the number of complaints and passengers.

The first chart shows the actual and

target

percentage of

buses

, from a particular bus company, that arrived at the destination on

time

, between 1999 and 2003. Meanwhile, the

second

chart shows how many complaints were made during the same period.

It is clear that

while

the expected

target

of

buses

arriving on

time

decreased over the years, there was no clear pattern in the percentage of

buses

that actually arrived on

time

.

Additionally

, the number of complaints from their

passengers

increased throughout the period. In 1999, the company’s

target

of

buses

arriving on

time

stood at 86%, which was 1% higher than what was actually achieved.

Although

the

target

remained unchanged one year later, the percentage of on-

time

arrivals dropped by nearly 3%. By 2003,

this

company had reduced its

target

of on-

time

arrivals to just over 84%,

while

the actual figure had witnessed considerable growth to about 85%. Starting at approximately 7% of total

passengers

in 1999, the number of complaints made by

passengers

rose significantly before experiencing a slight decline to just over 8% in 2001.

This

figure

then

grew considerably two years later, with about 12% of

passengers

complaining in the

last

year.