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

Esta página no ha sido traducida. Por favor vaya a la página principal del sitio de español de PBGC para ver información disponible en español.

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 2019 2020 2021 2022 2023
ACSI for workers and retirees who call PBGC1 Target 85 85 85 83 83
Result 842 812 762 762 812
ACSI for premium filers Target 74 74 74 74 74
Result 74 76 77 77 77
ACSI for retirees Target 90 90 90 90 90
Result 91 89 88 86 87
CXA for workers and retirees using My Pension Benefit Access (MyPBA) Target 77 77 77 77 77
Result 77 78 64 45 54
CXA for pension plan practitioners using My Plan Administration Account (My PAA) Target 80 80 80 80 78
Result 79 90 71 72 69

​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.

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