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Retirees Give High Marks for Customer Service, Deficit Goes Up

Monday November 18, 2013

PBGC's FY2013 Annual Report, released Friday, provides a detailed summary of our year — both successes and areas for improvement.

The 125-page review of the agency covers the period beginning Oct. 1, 2012 and ending Sept. 30, 2013.

PBGC's deficit increased to about $36 billion in FY2013, up from about $34 billion last year.

Opening with messages from PBGC Board Chair, Secretary of Labor, Thomas E. Perez and PBGC Director Josh Gotbaum, the report examines ways to improve the agency's financial health and highlights our great scores in customer service.

Retirees receiving benefits continue to rate PBGC as one of the best in government for its commitment to customer service. The agency ranks in the top 3 percent in a survey measuring 154 categories of customer responsiveness. Retirees gave PBGC a score of 90 on the American Customer Satisfaction Index (ACSI), more than 20 points above the government average. A score of 80 or higher is considered excellent, whether for a government agency or a private business.

Aside from our distinguished customer service, the report also discusses three overarching goals:

  • Preserve plans and protect pensioners
  • Pay pension benefits on time and accurately, and
  • Maintain high standards of stewardship and accountability

Since you're a Retirement Matters subscriber, you've been kept abreast of PBGC news as it happens. This report can give you further insight on the year in review at PBGC.