The company issued a joint response with Network Rail on the day of publication, primarily blaming outside factors and survey methodology. The 2016 Which? figures were backed up by the 2016 Transport Focus survey, which placed Southeastern joint bottom in satisfaction on service delivery.
The company and Network Rail jointly responded to criticism on publication day, mainly citing external factors and survey methods as the cause. The 2016 Which? data was supported by the 2016 Transport Focus survey, which ranked Southeastern joint lowest in customer satisfaction for service delivery.