Pristo CX is a customer-experience survey platform. You build questionnaires, send them to your customers by SMS, email or a link, and read the answers as responses, dashboards and alerts. All of this happens in the Pristo CX app, inside a program of your organization’s account.
How the pieces fit
Section titled “How the pieces fit”| Concept | What it is |
|---|---|
| Account | Your organization’s subscription to Pristo CX. An account holds the users, the billing and one or more programs. |
| Program | A workspace inside the account with its own questionnaires, population, distributions, dashboards and alerts. The header of the app shows the program you are working in. |
| Questionnaire | The survey that respondents answer on a phone or a computer, without a Pristo account. You build it in the form builder, publish it, and then share its link or send it with a distribution. |
| Response | One respondent’s answers to a questionnaire. Every response belongs to one questionnaire, and you see it under Responses. |
A user can work in several programs, and can belong to more than one account. The program switcher in the header moves you between programs; see Navigate the app.
Population: contacts, attributes and activities
Section titled “Population: contacts, attributes and activities”A program’s population holds the people you survey.
- A contact is one person. Each contact needs a unique identifier and an email address or phone number.
- Contact attributes are extra fields on a contact, such as city or customer tier. Distributions can use them to choose who gets a survey. See Contact attributes.
- An activity is an event recorded for a contact, such as a purchase or a service visit. Each activity has an event type.
You add contacts and activities by importing an Excel or CSV file of up to 10 MB, as described in Import contacts and Import activities, and your own systems can send activities through the Pristo API. The Population tab is not available on the Free plan. Read more in the populations overview.
Distributions
Section titled “Distributions”A distribution sends a questionnaire to contacts in the program’s population by SMS or email. You can use two types:
- One-time Delivery sends the questionnaire to the chosen contacts once.
- Event-Based Questionnaire sends after an activity is recorded for a contact, for example 10 minutes after a purchase that your system reports through the API.
The editor also shows Ongoing/Periodic Questionnaire, which is not available yet. See ongoing and periodic distributions for the alternatives.
You do not need a distribution to collect responses. Every published questionnaire also has a public link, a QR code and an embed code; see Share a questionnaire. Read more in the distributions overview.
Dashboards and alerts
Section titled “Dashboards and alerts”Responses feed two places where you follow up on feedback:
- Dashboards are pages of widgets that show scores such as NPS, counts and breakdowns of your responses. Program admins build and publish them and choose which program users can open them. Each program also has the built-in Distributions Report; see Built-in reports. See the dashboards overview.
- Alerts come from rules under Alert configurations. When a response matches a rule, for example a low score, an alert for it shows up under Alerts. Your team sets each alert to Open, In progress or Closed and adds notes. A rule can also email chosen users. See Set up alerts and Handle alerts.
On the Pro plan, Insights uses AI to add sentiment and categories to open-text answers. See the Insights overview.
Who can do what
Section titled “Who can do what”Every user has a role. An account admin manages users, billing and every program. A program admin manages the programs an account admin gives them. A program user views responses, the population and the dashboards shared with them, and handles alerts. See roles and permissions for the full list.