The two bar charts illustrate the percentage of services that arrived on time, both actual and target, along with the number of complaints received per 1,000 passenger journeys over a five-year period from 1999 to 2003.

Overall, the company failed to meet its punctuality target until 2003, when it finally surpassed it. Notably, complaints rose over the period, despite a dip in 2001, while the target was gradually lowered and 2000 showed the widest gap between actual and target performance.

In more detail, 85% of services arrived on time in 1999, one percentage point below the target of 86%. In 2000, punctuality hit its lowest level, at only 82%, although the target remained at 86%. The target then fell to 85% in 2001 and 2002, when actual performance stood at 84.5% and 84%, respectively. However, in 2003, punctuality recovered to just under 85%, close to its 1999 level, and surpassed the lowered target of 84.5%.

Turning to complaints, there were 70 per 1,000 passenger journeys in 1999, followed by an increase to 100 in 2000. The figure then fell to approximately 85 in 2001, before rising steadily to 110 in 2002 and reaching 120 by 2003, its highest point.

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