(first half) 2009 (second half) 2010 2011 Average complaint response time (days) 23.9 24.0 33.2 18.5 Percentage of complaints that were dealt with within the standard timeframe (%) 76.7% 95.7% 86.1% 91.9% Number of complaints received (n) 2,559 5,126 11,381 13,727 Data do not include Marche Multiservizi.