The bar charts illustrate the punctuality performance of a bus firm, divided by the prediction and achievement, and the quantity of customers’ complaints over five years (from 1999 to 2003). Units are measured in percentage and the number of complaints.
Overall, the proportions of actual punctual services tend to be higher than the figures for targeting punctual services, except for the final year. In addition, there was an upward trend in the number of complaints made by passengers over five years, except for a decline in 2001.
To begin with, as many as the proportion of targeting punctual services stood at 86% in 1999 in comparison to just over 85% for actual punctual services. From this point, the figure for targeting punctual services remained steady in 2000, which was at 86%, as opposed to just over 82% for actual punctual services. In the following year, there was a slight reduction in the proportion of targeting punctual services, which stood at 85%, mildly exceeding the figure for actual punctual buses, which was at above 84%. The figure for the percentage of targeting punctual buses then remained stable in 2000 whilst the percentage of buses arriving on time experienced a slow decrease to just above 84% this year. After that time, the proportion of targeting punctual buses witnessed a slight drop to about 84.5% whilst the figure for actual punctual buses has seen a rise to reach a high of below 85% in 2003.
On the other hand, the number of complaints from passengers saw a steady jump, except for a drop in 2001. Indeed, the quantity of complaints from customers was at around 70 complaints in 1999, after which it rose dramatically to reach a high of 100 complaints in 2000. From this point, the number of complaints dropped significantly to reach a low of more than 80 complaints in 2001. The figure for complaints then increased significantly to reach a high of approximately 110 complaints in 2002 before reaching a peak of 120 complaints in 2003.
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