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PBGC Performance Measures

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 2015 2016 2017 2018 2019
ACSI for workers and retirees who call PBGC 1 Target

85 

83

83

85

85
Result

832 

842 

832 

842 

 
ACSI for premium filers Target

72

73

73

74

74
Result

76

 79

77

76

74
ACSI for retirees Target

85

90

90

90

90
Result

91 

90

91

89

 
CXA for visitors to PBGC.gov Target

74

74

75

75

75
Result

74

74

72

75

 
CXA for workers and retirees using My Pension Benefit Account (MyPBA) Target 81 77 77 77 77
Result 77 76 76 77  
CXA for pension plan practitioners using My Plan Administration Account (My PAA) Target 78 79 79 80 80
Result 80 83 85 84  
CXA for consumers of PBGC information and services3  Target 80 80 80 80 78
Result 75 73 72 77  

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.
3 Targets for this measure are adjusted during the year as appropriate.

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 June 5, 2019