Features

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.
  • Hosted pages, website widgets and email surveys in one platform.
  • Frankfurt-hosted data and GDPR-first infrastructure by design.
Why Novella

Built differently from the start

Privacy, speed and collaboration are architectural choices in Novella—not extras added around a survey form.

EU-native infrastructure

Survey data is collected and stored in Frankfurt on a GDPR-first architecture built for European B2B teams.

Frankfurt hostingGDPR-first

Analytics as feedback arrives

Response trends, sentiment and conversion data update in real time, helping teams catch changes while they can still act.

Live trendsFaster intervention

Self-hosted web push

Get browser alerts for new responses, milestones, detractors and low response rates without routing notifications through an external push provider.

Private by designActionable alerts

Surveys that look like you

Apply custom colors and background images so hosted surveys and widgets feel consistent with your brand.

Custom colorsBackground images

Close the loop together

Comment on an individual response and @mention colleagues to assign context-rich follow-up without falling back to a separate chat thread.

Response comments@mentions
Survey types

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.

Detractor alerts Promoter follow-up Benchmarks over time

CSAT & thumbs

Capture quick “how did we do?” feedback after support tickets, onboarding steps or key product milestones.

Stars or thumbs Optional follow-up question

CES (Customer Effort Score)

Measure how easy it is for customers to complete critical tasks like signing up, upgrading or resolving an issue.

1–7 effort scale Journey friction insights

Likert & custom questions

Use Likert scales and simple text questions to dig deeper into product-market fit, feature satisfaction and expectations.

Statement banks Multiple questions
Delivery

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.

On-site Behavior-based Fully branded

Email Embeds

Embed surveys directly into lifecycle, onboarding, support and product emails. Works with any email tool — no coding required.

Lifecycle Transactional Works with any ESP

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.

Event-based Frequency caps Audience rules
Analytics & CRM

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.

Real-time trends & segmentation

Watch NPS, CSAT and CES update as responses arrive, then slice by account, segment, lifecycle stage or plan to see where you’re winning or losing.

Time-series trends Segment filters

Comment analysis

See themes emerge across free-text feedback, so you can quickly spot recurring issues and product opportunities.

Theme tags Topic groups Export to CSV

HubSpot sync

Every response updates the contact and company in HubSpot, so your teams always have fresh sentiment data in context.

Custom properties Timeline events

Private alerts & workflows

Use self-hosted web push for detractors, milestones and response-rate changes, then trigger follow-up through HubSpot or your existing playbooks.

Churn-risk alerts Sales-ready promoters Product feedback loops
Why Novella

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.

Feature prioritisation Release impact Roadmap input

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.

Post-ticket CSAT Close-the-loop flows Channel comparison

For revenue teams

See account-level sentiment directly in HubSpot, identify churn risk early and surface promoters ready for referrals, case studies or expansion.

Account health Churn-risk alerts Expansion signals

Ready to run your first survey?

Novella is in early access. Request your spot and we'll get your team set up — usually within 48 hours.