Everything you need to listen, learn and act
Novella brings surveys, delivery channels, analytics and integrations together in one place, so you can run a continuous customer feedback loop without duct-taping tools.
- NPS, CSAT, CES, Likert and thumbs – from one platform.
- Website widgets and email embeds that feel native to your brand.
- HubSpot integration so every response enriches your CRM.
Pick the right question for every moment
Different moments need different questions. Novella gives you a library of proven survey types so you can measure loyalty, satisfaction and effort across your entire journey.
NPS (Net Promoter Score)
Understand long-term loyalty with a single, benchmarkable question. Segment results by plan, lifecycle stage, industry and more.
CSAT & thumbs
Capture quick “how did we do?” feedback after support tickets, onboarding steps or key product milestones.
CES (Customer Effort Score)
Measure how easy it is for customers to complete critical tasks like signing up, upgrading or resolving an issue.
Likert & custom questions
Use Likert scales and simple text questions to dig deeper into product-market fit, feature satisfaction and expectations.
Deliver surveys with precision
Choose where and how surveys appear — without overwhelming your users.
Website Widgets
Beautiful, fast widgets you can trigger based on user behavior, time on page, scroll depth, page type, referrer or custom rules.
Email Embeds
Embed surveys directly into lifecycle, onboarding, support and product emails. Works with any email tool — no coding required.
Smart Triggers
Control who sees which survey — and when. Set triggers manually using key journey events like first value reached, ticket closed, or trial ended, or let AI suggest the optimal moment to ask. Built-in frequency caps prevent over-surveying by default.
From raw feedback to revenue-ready insight
It’s not just about collecting scores. Novella helps you understand what’s behind the numbers and pushes that insight straight into HubSpot, so marketing, sales and success can act on it.
Trends & segmentation
Track NPS, CSAT and CES over time and slice by account, segment, lifecycle stage or plan to see where you’re winning or losing.
Comment analysis
See themes emerge across free-text feedback, so you can quickly spot recurring issues and product opportunities.
HubSpot sync
Every response updates the contact and company in HubSpot, so your teams always have fresh sentiment data in context.
Alerts & workflows
Trigger follow-ups when someone leaves a low score or mentions a key theme, using HubSpot workflows or your existing playbooks.
Built for product, support and revenue teams
Novella keeps everyone aligned around the same customer signals. Product sees what to build next, support sees what to fix, and revenue teams see which accounts are at risk or ready for expansion.
For product teams
Spot recurring themes in feedback, validate feature ideas and see how releases impact NPS, CSAT and CES over time.
For support & CX
Trigger CSAT and CES after tickets or chats, close the loop with unhappy customers and track service quality by channel and team.
For revenue teams
See account-level sentiment directly in HubSpot, identify churn risk early and surface promoters ready for referrals, case studies or expansion.
Want to see these features on your own data?
Join the waitlist for Novella and we’ll update you as soon as we’re ready for new teams. We’ll also send a short product tour when it’s live.