Resubmission

The reliability, punctuality and complaints of Supatrains

The aim of this report is to examine a train operator’s reliability and punctuality together
with the number of complaints being made in a three-month period.

Reliability rose slightly from December to March and it reached the level of 100 per cent.
However, punctuality showed an opposite tendency in the same period. It decreased
noticeably from 95% to 91%.

It seems that, there was a slight fluctuation in the number of complaints during the
examined period. From 13 December to 9 January there were about 200 complaints per
100,000 passengers, while in the second period this figure went down to 185 complaints per
100,000 passengers and in the last period it rose to more than 210 complaints per 100,000
passengers.

All in all, comparing the data it becomes clear that while reliability went up, punctuality
decreased causing probably more complaints during the time represented on both charts.

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