The charts below show the performance of a bus company in terms of punctuality, both actual and target (what actually happened compared to what the company was trying to achieve), and the number of complaints and passengers.

The first bar chart illustrates the

percentage

of services arriving on

time

of a

bus

company

which is divided into the actual

time

of the buses arriving and the target in terms of punctuality the

bus

company

tried to achieve. The second bar chart shows the

number

of

complaints

per thousand passenger journeys against the

bus

company

between 1999 and 2003.

Overall

, the

percentage

of services arriving on

time

as the target is almost always higher than the

percentage

of the actual punctuality of the

bus

company

. Only

at the end

of the period, did the

bus

company

outrace the target. The

number

of

complaints

rises and falls throughout the period. In both years 1999 and 2000, the targeted

percentage

of services arriving on

time

was 86,

while

the actual arrival rate was first 85% and in the following year 82%. The year 200 shows the biggest difference between the actual and the targeted performance of the

bus

company

in terms of punctuality. From 1999 to the year 2003 the

number

of

complaints

experienced a fluctuating increase.

While

in 1999 the

number

of

complaints

started at approximately 70 in 2003 almost 120

complaints

could be counted. Only in 2001, a minimal decline in

complaints

can be observed.