PBGC Performance Measures | Pension Benefit Guaranty Corporation

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
ACSI for workers and retirees who call PBGC 1	Result	832	842	842	812
ACSI for premium filers	Target	73	74	74	74	74
ACSI for premium filers	Result	77	76	74	76
ACSI for retirees	Target	90	90	90	90	90
ACSI for retirees	Result	91	89	91	89
CXA for visitors to PBGC.gov	Target	75	75	75	75	75
CXA for visitors to PBGC.gov	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.

Last updated November 3, 2020