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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 2016 2017 2018 2019 2020
ACSI for workers and retirees who call PBGC 1 Target

83

83

85

85

85

Result

842 

832 

842 

842 

 

ACSI for premium filers Target

73

73

74

74

74

Result

 79

77

76

74

 

ACSI for retirees Target

90

90

90

90

90

Result

90

91

89

91

 

CXA for visitors to PBGC.gov Target

74

75

75

75

75

Result

74

72

75

75

 

CXA for workers and retirees using My Pension Benefit Account (MyPBA) Target 77 77 77 77 77
Result 76 76 77 77  
CXA for pension plan practitioners using My Plan Administration Account (My PAA) Target 79 79 80 80 80
Result 83 85 84 79  

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 April 1, 2020