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