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 from passengers.

The given bar charts show how frequently the buses from a specific

company

arrive on time for both their achievement and desired

target

,

then

give information about the number of customers complaints between 1999 and 2003. From an

overall

perspective, the

company

lowered its

target

for arriving on time over the years,

however

, it failed to meet the expectations, but 2003. Significantly, the

company

received more complaints throughout the studied period. In the first two years, though the bus

company

aimed for 86% of buses arriving on time, it actually reached 85% of that

target

,

then

bottomed at roughly 82% in 2000. In the same

year

,

it

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there

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was an enormous gap of 3% between the

target

that they set and the real result they created. After declining rapidly, the bus's punctuality started rising gradually in the next two years, staying well above 84%. Eventually, in 2003, the

company

broke its

target

by 2%

,

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and served their customers with the same rates of on-time service compared with that of 1999. In terms of negative

feedbacks

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feedback

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from passengers, the

year

1999 received the smallest amount with approximately 70 out of 1000 passenger journeys before gradually climbing to reach 120 in the final

year

of the period, in spite of the fluctuation in 2001. Notably, the

company

succeeded in raising the percentage of on-time trips in 2003,

this

year

came first with the highest level of complaints.