The provided charts illustrate the punctuality performance and the volume of passenger complaints for a bus company over a five-year period from 1999 to 2003. Overall, the company consistently failed to meet its punctuality targets, and there was a marked increase in the number of complaints per thousand journeys.
Regarding punctuality, the actual percentage of on-time services fluctuated between 82% and 85%. In 1999, the company achieved 85% against a target of 86%. Performance dipped to a low of 82% in 2000, while the target remained at 86%. Although there was a slight recovery to 84.5% in 2001 and 84.8% in 2003, the actual performance remained below the target in every year except 2003, when the company narrowly exceeded its target of 84.5%.
In terms of complaints, there was a clear upward trend. Starting at 70 complaints per thousand journeys in 1999, the figure rose sharply to 100 in 2000. Following a brief decline to 85 in 2001, the number of complaints climbed steadily to 110 in 2002 and reached a peak of 120 in 2003, representing a substantial increase over the five-year period.