surveys manage peoples energy levels by giving them engaging formats, conjuring real-life environments digital. However, moving from face-to-face to online surveys can bring its own set of challenges, especially for tracking data and especially when a bonus for a CEO is based on a Net Promoter Score score and it changes. lts well documented that people answer online director, Dynata, explains: People answer questions a human bias, a desire to please. No-one really concerned themselves with social desirability bias in the past because we couldnt account for it. Now, its well known. We cant account for it, or change it, but new truth to deal with. Hence, some more personal topics, such as financial habits and sexuality, tend to work well in online quant. These are issues about which people tend to be more guarded and the anonymous environment of an online survey can make it easier for them to respond more honestly. Similarly, a written verbatim response in an 32 Impact ISSUE 33 2021_pp26-35_Report.indd 32 26/03/2021 15:14