About PBGC

PBGC Performance Measures

PBGC performance measures provide key insights into the agency's delivery of services to its customers. These measures allow PBGC to track its progress toward achievement of goals, ensure accountability and proper use of resources, and identify areas that need improvement. The status of the performance measures is noted below.

PBGC Performance Measures		2009	2010	2011	2012	2013
ACSI for workers and retirees who call PBGC 1	Target	80	80	81	81	81
	Result	82	79	86	87
ACSI for premium filers	Target	70	71	72	72	72
	Result	72	71	75	76
ACSI for retirees	Target	85	85	85	85	85
	Result	88	87	90	89
Average time to complete a plan	Target	*	baseline	3.1	3.1	3.0
	Result	*	2.5	2.3	2.4

1 The American Customer Satisfaction Index (ACSI) is an index of customer satisfaction using a 0-100 scale.
* This measure was not yet in use.

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