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		2013	2014	2015	2016	2017
ACSI for workers and retirees who call PBGC¹	Target	81	81	85	83	83
ACSI for workers and retirees who call PBGC¹	Result	87*	85*	83*	84*
ACSI for premium filers	Target	72	72	72	73	73
ACSI for premium filers	Result	74	73	76	79	77
ACSI for retirees	Target	85	85	85	90	90
ACSI for retirees	Result	90	90	91	90	91
Average time (years) between trusteeship and benefit determination	Target	3.0	4.3	4.3	4.3	6.5
	Result	4.0	4.3	4.8	6.3

¹ The American Customer Satisfaction Index (ACSI) is an index of customer satisfaction using a 0-100 scale.
* This measure reflects the first three quarters of the fiscal year.

Pension Benefit Guaranty Corporation A U.S. GoverNMENT Agency

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