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PBGC Customer Satisfaction Performance Measures

PBGC's customer satisfaction performance measures provide key insights into the agency's delivery of services to its customers. These measures allow PBGC to track its progress and identify areas that need improvement. Recent results and targets by fiscal year are noted below.

PBGC Customer Satisfaction Performance Measures 20132014201520162017
ACSI for workers and retirees who call PBGC1 Target

81

81

85 

83

83

Result2

87

85

83

 84

 

ACSI for premium filers Target

72

72

72

73

73

Result

 74

73

76

 79

 

ACSI for retirees Target

85

85

85

90

 90

Result

 90

90

91 

90

 

CXA for visitors to PBGC.gov Target

72

73

74

74

 75

Result

72

73

74 

74

 

CXA for workers and retirees using My Pension Benefit Account (MyPBA) Target

81

81

81

77

 77

Result

 81

77

77 

76

 

CXA for pension plan practitioners using My Plan Administration Account (My PAA) Target

78

78

78

79

79

Result

 80

81

80

83

 

CXA for consumers of PBGC information and services Target

n/a3

75/804

80

80

 80

Result

 71

76

75

73

 

1 The American Customer Satisfaction Index (ACSI) and Customer Experience Analytics (CXA) are indices of customer satisfaction that use a 0-100 scale to measure how consumers rate goods and services across industry and government.
2 This measure reflects the first three quarters of the fiscal year.
3 This measure was new in 2012.
4 Targets for this measure are adjusted during the year as appropriate.

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