GRAPH 12

The graphs indicate the source of complaints about the bank of America and the
amount of time it takes to have the complaints resolved.

Exercise 1
Identifying Data

Identify Graph 12 above by completing the table below. You may draw a pyramid to
help you understand the data.

General Data: Time Taken to Resolve Complaints

Data A: Single (Complaints to the Bank of America)

Data B: Single (Time taken)

Type: Dynamic, Single-Single

Place: Unknown (Worldwide)

Time: 2000-2004

Unit: Month

What to Report: Change

Reporting Style: Chronological Order

Language: Language of Change

General Data: Complaints to the Bank of America from Different Sources

Data A: Single (Complaints to the Bank of America)

Data B: Multi (Public, Insurance Companies, Media, Government Agencies, Out of

State, Bank Employees, Others)

Type: Static, Single-Multi

Place: Unknown (Worldwide)

Time: Unknown

Unit: %

What to Report: Comparison

Reporting Style: Descending Order

Language: Language of Comparison

Exercise 4
Sentence Completion

Complete the sentences below with appropriate words and/or data available in the
given list.

1. Although there is a significant drop from 6 months in 2001 to 5 months in 2002, all
previous and proceeding years display an average waiting period of 5 months.
Despite this, over time the average waiting period is decreasing.

2. The bar graph shows that 2001 had the highest waiting time for complaints of
medical misconduct at 6 months.

3. Then interestingly, media and bank employee made up an equal figure, 3% in the
chart.

4. Of the remaining 37% of complaints, the figures can be grouped into percentages
between 11 and 8%, which are made up of government agencies, out-of-state
agencies, and insurance companies.

5. 63% of all complaints against the bank of America are lodged by the public.

6. The bar graph shows the average time period between investigation and action is
around 5 months.

7. In general, by far the highest number of complaints against the bank of America
originated from the public.

8. The pie graph shows the sources of complaints, while the bar graph illustrates
the average time taken between investigation into complaints and final action
taken.

9. The two graphs depict different information related to complaints within the bank
of America.

List of Words and Data

A. different information
B. the sources of complaints
C. the average time
D. by far the highest number of complaints
E. around 5 months
F. lodged by the public
G. 37%
H. an equal
I. the highest waiting time
J. a significant drop
K. an average waiting
L. decreasing

Exercise 5
Report Completion

Combine the sentences you have completed in Exercise 4 into a complete report
with a correct and logical order.

9. The two graphs depict different information related to complaints within the bank
of America.

8. The pie graph shows the sources of complaints, while the bar graph illustrates
the average time taken between investigation into complaints and final action
taken.

7. In general, by far the highest number of complaints against the bank of America
originated from the public.

6. The bar graph shows the average time period between investigation and action is
around 5 months.

5. 63% of all complaints against the bank of America are lodged by the public.

4. Of the remaining 37% of complaints, the figures can be grouped into percentages
between 11 and 8%, which are made up of government agencies, out-of-state
agencies, and insurance companies.

3. Then interestingly, media and bank employee made up an equal figure, 3% in the
chart.

2. The bar graph shows that 2001 had the highest waiting time for complaints of
medical misconduct at 6 months.

1. Although there is a significant drop from 6 months in 2001 to 5 months in 2002, all
previous and proceeding years display an average waiting period of 5 months.
Despite this, over time the average waiting period is decreasing.