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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 PBGC1 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 77
ACSI for retirees Target 90 90 90 90 90
Result 91 89 91 89 88
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 Access (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: September 13, 2021