Customer Service

How We Use Surveys to Improve Service

Surveys:

Our Customer Service Performance Measures page provides the agency’s customer satisfaction scores and targets. This data is gathered from feedback shared by workers and retirees, pension plan practitioners, and online audiences.

Initiatives:

PBGC regularly improves its processes and services based on industry best practices and regulatory guidelines. Improvements based specifically on feedback provided by customers through survey responses include:

Plan Participants

Added detailed information about benefit payment options to benefit estimate packages, so customers can better understand their choices
Added glossary content to PBGC.gov
Revised letters to provide additional information on MyPBA’s capabilities

Pension Practitioners:

Added and improved features in PBGC’s My Pension Administration Account (My PAA), the online premium filing tool, to help practitioners submit filings and payments
Expanded communications with practitioners by sending frequent email updates

Online Audiences:

Improved the functionality and navigation of PBGC.gov
Added and updated pages with Spanish translation
Added and updated content on timely matters, such as the American Rescue Plan Act, OpenGov Datasets, and newly trusteed plans

Last Updated: September 10, 2021