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
ACSI for workers and retirees who call PBGC 1	Result	832	842	832	842
ACSI for premium filers	Target	72	73	73	74	74
ACSI for premium filers	Result	76	79	77	76	74
ACSI for retirees	Target	85	90	90	90	90
ACSI for retirees	Result	91	90	91	89
CXA for visitors to PBGC.gov	Target	74	74	75	75	75
CXA for visitors to PBGC.gov	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
CXA for consumers of PBGC information and services3	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.

Last updated June 5, 2019

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