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|
|ACSI for premium filers||Target||74||74||74||74||74|
|ACSI for retirees||Target||90||90||90||90||90|
|CXA for workers and retirees using My Pension Benefit Access (MyPBA)||Target||77||77||77||77||77|
|CXA for pension plan practitioners using My Plan Administration Account (My PAA)||Target||80||80||80||80||78|
The American Customer Satisfaction Index (ACSI) and Customer Experience Analytics (CXA) are indices of customer satisfaction that use a 0-100 scale.
This measure reflects the first three quarters of the fiscal year.