Storyline is a live, presentation-friendly view of your workspace feedback. It turns recent survey responses into a continuously updating feed with key context, sentiment, and response-volume metrics so teams can keep customer feedback visible during meetings, on office displays, or while monitoring a launch.
Before you start
- Make sure you are signed in to the correct Novella workspace.
- Confirm your workspace has collected survey responses. Storyline can open without responses, but it is most useful once feedback is flowing in.
- Tag responses consistently if you want the Top tags section to highlight useful patterns.
- Use a larger display or fullscreen mode when sharing Storyline with a team.
Open Storyline
You can open Storyline from multiple places in Novella:
- Go to Dashboard and click Storyline.
- Or go to Feedback and click Storyline.
- Storyline opens in a new browser tab so you can keep your current Novella page available.
You can also navigate directly to `/storyline` while signed in.
Choose a time window
Storyline shows recent feedback for a selected window. Use the range buttons in the top-right corner to switch between:
The selected range controls the response feed and summary metrics. Use a shorter window when monitoring a recent campaign or launch, and a longer window when you want a broader view of customer sentiment.
Read the live response feed
The main feed shows the latest responses in the selected window. Each entry includes:
- Score: The submitted survey score.
- Survey type: The type of survey, such as NPS, CSAT, or CES when available.
- Respondent: The respondent name or email when available; otherwise Storyline shows an anonymous visitor label.
- Survey name: The survey that collected the response.
- Comment: The written feedback, or a placeholder if no comment was submitted.
- Sentiment label: Positive, neutral, or negative based on the response score and survey scale.
- Submission time: A relative timestamp, such as “just now,” “12m ago,” or “3d ago.”
Storyline refreshes automatically, so new responses appear without requiring a manual page reload.
The right sidebar summarizes the selected feedback window.
Submissions
Shows the total number of responses in the selected time window. If your workspace data does not include response submission timestamps, Storyline may fall back to showing all collected responses instead of a date-windowed count.
NPS Score
Shows the calculated NPS score from visible NPS responses in the current feed. If there are no visible NPS responses, Storyline shows a dash.
Sentiment
Shows the share of positive, neutral, and negative responses in the selected window. Storyline classifies NPS responses using the standard promoter, passive, and detractor score bands. For other survey types, it normalizes the score against the survey scale.
Rate
Shows the average number of responses per day for the selected time window when submission timestamps are available.
Shows the most-used response tags in the selected window. If no tagged responses are available, Storyline displays an empty-state message.
Latest
Shows the most recent response score and a short detail line with the respondent, survey, and relative submission time.
Present Storyline fullscreen
Use the Fullscreen button in the top-right corner to enter fullscreen mode. This is useful for:
- Team meetings and customer-feedback reviews.
- Shared office dashboards.
- Launch monitoring.
- Support or success team standups.
To exit fullscreen, click the button again or use your browser’s fullscreen shortcut, such as `Esc`.
Best practices
- Use Storyline as a team ritual: Open it during recurring product, support, or customer success meetings so the latest customer voice is visible.
- Pick the right time window: Use 7 days for active monitoring, 30 days for regular reviews, and 90 days for broader trend context.
- Keep surveys and tags clean: Clear survey names and consistent tags make Storyline easier to scan.
- Review negative responses quickly: Negative entries can surface urgent issues or follow-up opportunities.
- Pair Storyline with deeper analysis: Use Storyline to spot what is happening now, then open Feedback or Analytics for filtering, segmentation, and deeper investigation.
- Use fullscreen on shared displays: Fullscreen mode reduces distraction and makes the feed easier to read from a distance.
Troubleshooting
Storyline shows no responses
- Confirm the selected time window includes recent responses.
- Switch from 7 days to 30 days or 90 days.
- Check Feedback to confirm responses have been collected in the workspace.
- Make sure you are signed in to the correct workspace.
New responses are not appearing
- Wait for the automatic refresh interval to complete.
- Refresh the browser tab if the feed appears stale.
- Confirm the response exists in Feedback.
- Check your network connection and sign-in status.
The NPS Score shows a dash
- Confirm the selected window includes NPS responses.
- If the visible responses are CSAT, CES, or another survey type, the NPS card will not calculate a score from those responses.
- Expand the time window to include more responses.
- Confirm responses in the selected window have tags applied.
- Apply tags consistently in Feedback.
- Expand the time window to include more tagged responses.
The rate metric is unavailable
Storyline needs response submission timestamps to calculate a date-windowed response rate. If timestamps are unavailable in your workspace data, the rate card may show a fallback message instead of an average.