The charts show the percentage of services arriving on time compared with the target, and the number of complaints per thousand passenger journeys between 1999 and 2003.
Overall, actual on-time performance was always below the target, although it generally improved after 2000. Meanwhile, the number of complaints fluctuated but showed an overall upward trend, reaching a peak in the final year.
In terms of punctuality, the target figure remained relatively stable at around 85-86% throughout the period. The actual percentage was about 85% in 1999, but it fell sharply to roughly 82% in 2000, creating the largest gap between actual performance and the target. After that, punctuality recovered, rising to about 84-85% in 2001 and 2002, and finishing at approximately 85% in 2003, which was very close to the target.
Regarding complaints, there were about 70 complaints per thousand journeys in 1999. This number increased significantly to around 100 in 2000, before dropping to roughly 85 in 2001. However, complaints then rose again, reaching about 110 in 2002 and peaking at approximately 120 in 2003.
In summary, although punctuality improved after 2000 and nearly met the target by 2003, passenger complaints generally increased over the period. This suggests service reliability improved slightly despite growing passenger dissatisfaction.