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

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percentage of

buses

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

time

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, between 1999 and 2003. Meanwhile, the

second

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

It is clear that

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while

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the expected

target

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of

buses

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arriving on

time

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

buses

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that actually arrived on

time

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.

Additionally

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, the number of complaints from their

passengers

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

target

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of

buses

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arriving on

time

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

Although

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the

target

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remained unchanged one year later, the percentage of on-

time

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arrivals dropped by nearly 3%. By 2003,

this

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company had reduced its

target

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of on-

time

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arrivals to just over 84%,

while

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

passengers

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in 1999, the number of complaints made by

passengers

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

This

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figure

then

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grew considerably two years later, with about 12% of

passengers

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complaining in the

last

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year.