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This page has not been translated. Please go to PBGC.gov’s Spanish page for more information available in Spanish.

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PBGC 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 Performance Measures 2018 2019 2020 2021 2022
ACSI for workers and retirees who call PBGC1 Target 85 85 85 85 83
Result 842 842 812 762  
ACSI for premium filers Target 74 74 74 74 74
Result 76 74 76 77  
ACSI for retirees Target 90 90 90 90 90
Result 89 91 89 88  
CXA for visitors to PBGC.gov Target 75 75 75 75 Measure to be retired
Result 75 75 73 64  
CXA for workers and retirees using My Pension Benefit Access (MyPBA) Target 77 77 77 77 77
Result 77 77 78 64  
CXA for pension plan practitioners using My Plan Administration Account (My PAA) Target 80 80 80 80 80
Result 84 79 90 71  

​1 The American Customer Satisfaction Index (ACSI) and Customer Experience Analytics (CXA) are indices of customer satisfaction that use a 0-100 scale.
​2 This measure reflects the first three quarters of the fiscal year.

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.

Last Updated: November 3, 2021