The provided charts illustrate the origin of complaints directed at the Bank of America and the average duration required to reach a final resolution between 2000 and 2004.
Overall, it is evident that the vast majority of complaints originate from the public. Furthermore, the time taken to resolve these issues experienced a downward trend over the five-year period, despite some fluctuations in the early years.
Regarding the source of complaints, the public accounts for a dominant 63% of all grievances. Government agencies and out-of-state sources follow, representing 11% and 10% respectively. Insurance companies contribute 8% to the total, while media and bank employees each account for 3%. The remaining 2% of complaints are attributed to other sources.
In terms of resolution time, the average duration was 6 months in 2000, rising slightly to a peak of 6.5 months in 2001. Subsequently, the time required for final action decreased to 5 months in both 2002 and 2003. By 2004, the average resolution time reached its lowest point at 4 months, indicating a significant improvement in efficiency compared to the start of the period.