Embed surveys in the emails you already send
Novella doesn’t send email (yet). Instead, you embed a one-click survey into emails sent from tools like HubSpot — so you can collect feedback at exactly the right moments without changing your sending setup.
- Works great for NPS, CSAT, and CES.
- One-click scores inside your email, with an optional follow-up after the click.
- Use targeting and frequency caps to avoid survey fatigue.
What “embedded email surveys” means
You keep using your email platform. Novella provides the survey block and captures the response.
Typical flow
- 1) Create a survey in Novella (NPS, CSAT, CES, thumbs, etc.).
- 2) Embed the rating block in your email (e.g., HubSpot).
- 3) Customer clicks a score (one click).
- 4) Optional follow-up on a short landing page (comment or 2nd question).
Best practice
Use the email for the score, then ask one optional question on the page: “What’s the main reason for your score?”
Why this setup works
Embedding reduces friction — your customer doesn’t have to “open a form”. And because you’re sending from your existing system, you can control timing, lists, and personalization.
- Higher response rates from one-click answers.
- Better relevance using your existing lifecycle triggers and lists.
- Less survey fatigue with frequency caps and exclusions.
Great moments for embedded email surveys
Email works best when the customer clearly remembers the moment you’re asking about. Tie the survey to a specific interaction or milestone.
After support tickets
Embed CSAT in your ticket-closure email to measure satisfaction with that interaction.
After onboarding steps
Ask CSAT after training, setup, or first value — to reduce confusion and drop-off.
Effort & friction moments
Use CES after high-effort workflows to find where customers struggle.
Relationship check-ins
Run NPS on a cadence (e.g., quarterly) to track loyalty and account health.
How to get high response rates without annoying customers
Embedded surveys should feel like a quick check-in — not a campaign. Keep it short, relevant, and controlled.
Keep it effortless
- Use a single score question.
- Make the follow-up comment optional.
- Keep the email copy short (one clear ask).
Keep it respectful
- Add frequency caps (example: 1 survey per person per 45 days).
- Exclude customers with open issues or recent low scores.
- Send from the right context (ticket closure email, onboarding email, renewal email).
Pro tip: let the email tool handle targeting
Since you’re sending from HubSpot (or similar), you can use your existing lists, personalization, and lifecycle rules — and keep Novella focused on survey capture and analysis.
Pair that with Novella’s frequency caps so you can confidently scale feedback collection.
Close the loop
Follow up on low scores within 24–48 hours. One good follow-up conversation can prevent churn and teach you what to fix.
Email is one channel — here are the others
Most teams combine channels: email for post-event feedback, a website widget for in-the-moment insights, and survey links for WhatsApp/SMS/chat distribution.
Website surveys (feedback widget)
Collect feedback directly on your website at the moment visitors form an opinion — pricing, docs, onboarding pages, and key conversion steps.
Survey links (standalone page)
Share a survey link through WhatsApp, SMS, support chat, QR codes, or email when you prefer a standalone survey page.
In-product surveys
Capture feedback while customers use your product — great for feature validation, workflow friction, and “first value” moments.
Support & help center surveys
Add “Was this helpful?” and quick CES/CSAT questions to help articles and support experiences to reduce tickets and spot gaps.
Messaging channels
Run lightweight surveys via WhatsApp and SMS using survey links — ideal for post-service feedback and high response rates.
CRM / automation triggers
Trigger surveys after real journey events in your systems (ticket closed, onboarding milestone, trial ended, renewal) — and keep targeting + personalization in HubSpot.
Simple channel strategy
Use email embedded for post-interaction CSAT/CES, the website widget for in-the-moment feedback, and survey links when you need WhatsApp/SMS/chat distribution.
Common questions about embedding surveys in email
Quick answers for teams using HubSpot or similar email tools.
Does Novella send the email?
Not right now. You send emails from your existing platform (for example HubSpot), and Novella provides the embedded survey block and captures responses.
Is it a link or embedded?
Both are possible, but embedded one-click scoring typically performs best. After the click, you can ask an optional follow-up on a landing page.
How do we avoid survey fatigue?
Use frequency caps, exclusions (open issues, recent low scores), and only ask at meaningful moments. Fewer, better-timed surveys beat more surveys.
Which survey should we embed?
CSAT for post-interaction quality, NPS for relationship health, CES for effort and friction. Most teams use a mix across the journey.
Should we ask for comments?
Yes — but keep it optional. One short follow-up question often gives you 80% of the insight without hurting completion rates.
Can we capture themes?
Yes. Themes or tags help your team sort feedback quickly (speed, clarity, bugs, outcome). They’re the fastest path from responses to action.
Explore survey types and other channels
Email is great for post-event feedback. For in-the-moment insights, use website surveys and in-product surveys.
Website surveys
Run surveys directly on your website with a feedback widget and smart triggers.
Survey links
Send a standalone survey page via WhatsApp, SMS, chat, QR codes, or email.
CSAT Survey
Measure satisfaction right after support, onboarding, delivery or key touchpoints.
Want to embed surveys in HubSpot emails in minutes?
Join the waitlist and we’ll reach out when Novella is ready for new teams. We’ll help you set up embedded email surveys with one-click responses, frequency caps, and results that route to the right people.