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

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of services arriving on

time

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of a

bus

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company

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which is divided into the actual

time

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

bus

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company

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tried to achieve. The second bar chart shows the

number

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of

complaints

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per thousand passenger journeys against the

bus

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company

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between 1999 and 2003.

Overall

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, the

percentage

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of services arriving on

time

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as the target is almost always higher than the

percentage

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of the actual punctuality of the

bus

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company

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. Only

at the end

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of the period, did the

bus

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company

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outrace the target. The

number

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of

complaints

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

percentage

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of services arriving on

time

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was 86,

while

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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

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company

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

number

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of

complaints

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experienced a fluctuating increase.

While

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in 1999 the

number

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of

complaints

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started at approximately 70 in 2003 almost 120

complaints

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

complaints

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can be observed.