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:

Increased staff at the Customer Contact Center to bring down wait times
Reorganized the Workers & Retirees page on pbgc.gov to provide better instructions for customers and access to online forms under the Manage Your Benefits section
Added an email channel for customers to send us questions and documents
Published a Retiree Update for customers during the 2022 tax season to provide special information and instructions
Provide one-on-one service to participants experiencing technical issues creating a MyPBA account

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:

Added and regularly updated Special Financial Assistance applications, allowing plan participants and practitioners to monitor the status of SFA applications
Improved navigation by adding recommended links and reformatting plan listings
Revised display to work across more browsers and devices
Added and updated pages with Spanish translation

Last Updated: September 19, 2022