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This page has not been translated. Please go to PBGC.gov's Spanish home page for more information available in Spanish.

Esta página no ha sido traducida. Por favor vaya a la página principal del sitio de español de PBGC para ver información disponible en español.

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 a multi-factor authentication feature to MyPBA to better protect participants’ accounts
  • Added additional self-service features to MyPBA so participants can now easily do things like update their address or bank account information
  • Upgraded our customer relationship management (CRM) system to enhance the customer experience and improve customer service times when contacting our customer call center
  • Added information on our updated working retirement policy
  • Working one-on-one with participants experiencing technical issues to ensure they are able to access their accounts

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: December 10, 2021

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