Measure loyalty with a clean, modern NPS survey
Net Promoter Score (NPS) helps you understand how likely customers are to recommend you — and why. Novella makes it easy to run NPS surveys across the customer journey, keep the experience lightweight, and turn responses into action.
- Collect NPS via email and website widgets.
- Capture an optional “why?” follow-up for real insight.
- Route low scores fast so you can close the loop.
What is an NPS survey?
An NPS survey asks one core question: “How likely are you to recommend us to a friend or colleague?” Customers answer on a 0–10 scale, and you can optionally ask a short follow-up to understand the reason behind the score.
What you learn
- Overall loyalty and trend direction (up/down).
- Key drivers behind promoters and detractors.
- Which segments are at risk or ready to advocate.
When to use NPS
- Quarterly relationship surveys.
- After onboarding (to validate activation).
- Before renewals (to detect churn risk early).
Keep it short.
NPS works best when it’s low-friction: one score question, one optional follow-up, and clear routing for low scores.
Novella is designed around that: lightweight collection + practical workflows.
Run NPS without the overhead
Everything you need to collect, analyze and act on NPS — without turning feedback into another silo.
NPS question + follow-up
Collect the 0–10 score and an optional “What’s the main reason for your score?” follow-up to capture the story behind the number.
Email + website delivery
Trigger NPS at the right moments across your journey — from lifecycle email to on-site widget prompts.
Trends & themes
Track NPS over time and spot recurring reasons behind promoter and detractor movement.
Close-the-loop routing
Make sure low NPS responses get handled fast — with clear ownership and follow-up workflows.
How to get better NPS results
NPS is most useful when you treat it like a program, not a one-off survey.
Pick a consistent cadence
Run NPS at a predictable rhythm (often quarterly) so trends are meaningful and comparable.
Always ask “why?”
Scores are signals — the follow-up comment is what tells you what to fix or double down on.
Close the loop
Follow up with detractors quickly. That’s where NPS turns into retention and trust.
Explore other customer feedback surveys
NPS works best as part of a broader feedback program. Depending on the moment in the journey, CSAT or CES might be a better fit.
CSAT Survey
Measure satisfaction right after a specific interaction — like a support ticket, onboarding session or delivery.
CES Survey
Understand how easy or difficult it is for customers to get things done — especially during onboarding or support journeys.
NPS survey questions
Short answers to the most common NPS questions.
What is a good NPS score?
It depends on your industry and audience. Track your own trend over time, and compare segments (by plan, cohort or lifecycle stage) to find what’s improving or slipping.
How often should I send an NPS survey?
Quarterly is common for relationship NPS. You can also trigger NPS after key milestones like onboarding completion or pre-renewal.
What’s the best NPS follow-up question?
Keep it simple: “What’s the main reason for your score?” It produces the clearest themes without adding friction.
Want to run your first NPS survey in Novella?
Join the waitlist and we’ll reach out when we’re ready for new teams. We’ll help you design a lightweight NPS program that your customers won’t hate — and your team will actually use.