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.
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.
Analytics as feedback arrives
Response trends, sentiment and conversion data update in real time, helping teams catch changes while they can still act.
Self-hosted web push
Get browser alerts for new responses, milestones, detractors and low response rates without routing notifications through an external push provider.
Surveys that look like you
Apply custom colors and background images so hosted surveys and widgets feel consistent with your brand.
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.
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.
Write your survey with a helping hand
Turn your survey description into suggested wording, or refine the text you already have. You review every suggestion and decide what to use.
Draft and refine survey content
Use your description as a brief for the main question, positive, neutral and negative follow-ups, and thank-you messages. Get help with scale labels, greetings and button text too. Make selected wording shorter, clearer or more neutral when editing an existing survey.
Review before you apply
Compare suggestions with your current text, edit them, or regenerate an individual field. Apply only the suggestions you choose, with Undo available for your latest application while you continue working.
Summarise an existing survey
Already written your questions? Generate an internal description from the survey content to explain its purpose to your team. Description suggestions follow the selected survey language too.
Write in your brand’s voice
Save your organisation, audience, tone of voice and preferred terminology in Brand settings. Use that context for writing suggestions across surveys, or exclude it for an individual request.
Suggest sentiment tags separately
Use the separate AI tag action to suggest labels customers can select to explain their score. Review and edit the suggestions, then choose which tags to add to your survey.
Deliver surveys with precision
Choose where and how surveys appear — without overwhelming your users.
Website Feedback
Offer a Feedback button visitors can open, or embed a survey directly in a page or article. Use URL rules to choose eligible pages.
Email Embeds
Embed surveys directly into lifecycle, onboarding, support and product emails. Works with any email tool — no coding required.
Page rules & button frequency
Choose eligible pages with URL rules. For Feedback buttons, configure opening limits and dismissal settings to manage repeat invitations.
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.
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.
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.
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.
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.