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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 2017 2018 2019 2020 2021
ACSI for workers and retirees who call PBGC 1 Target

83

85

85

85

85
Result

832 

842 

842 

 812

 
ACSI for premium filers Target

73

74

74

74

74
Result

77

76

74

76

 
ACSI for retirees Target

90

90

90

90

90
Result

91

89

91

89

 
CXA for visitors to PBGC.gov Target

75

75

75

75

75
Result

72

75

75

73

 
CXA for workers and retirees using My Pension Benefit Account (MyPBA) Target 77 77 77 77 77
Result 76 77 77 78  
CXA for pension plan practitioners using My Plan Administration Account (My PAA) Target 79 80 80 80 80
Result 85 84 79 90  

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, 2020