PBGC serves its customers by providing the highest level of customer service. Through survey administration, feedback analysis and coordination of issue resolution, the real-time data allows PBGC to assess how satisfied customers are with the services provided.
Customer service pledge
Our customers deserve our best efforts as well as our respect and courtesy.
- On the first call from you, our customer, we will say:
- What can be done immediately and what will take longer,
- When it will be done, and
- Who will handle your request.
- We will call you if anything changes from what we first told you, give you a status report, and explain what will happen next.
- We have staff available to answer your calls. Visit our Contact Us page for hours and more information.
- We will acknowledge your letters within one week of receipt.
How we use surveys to improve service
Surveys
Our customer satisfaction performance measures provide the agency’s customer satisfaction scores, targets, and 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. This data is gathered from feedback shared by workers and retirees, pension plan practitioners, and online audiences. Recent results and targets by fiscal year are noted below.
| PBGC Performance Measures | Metric | 2022 | 2023 | 2024 | 2025 | 2026 |
|---|---|---|---|---|---|---|
| ACSI for workers and retirees who call PBGC1 | Target | 83 | 83 | 83 | 83 | 80 |
| Result | 762 | 812 | 772 | 79 | ||
| ACSI for premium filers | Target | 74 | 74 | 74 | 74 | 74 |
| Result | 77 | 77 | 77 | 76 | ||
| ACSI for retirees | Target | 90 | 90 | 90 | 90 | 90 |
| Result | 86 | 87 | 87 | 86 | ||
| ACSI for workers and retirees using My Pension Benefit Access (MyPBA) | Target | 77 | 77 | 77 | 75 | 75 |
| Result | 45 | 54 | 59 | 79 | ||
| ACSI for pension plan practitioners using My Plan Administration Account (My PAA) | Target | 80 | 78 | 78 | 78 | 78 |
| Result | 72 | 69 | 75 | 80 |
1 The American Customer Satisfaction Index (ACSI) uses a 0-100 scale.
2 This measure reflects the first three quarters of the fiscal year.
* Scores reflect successful logins.
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 Find unclaimed retirement benefits search tool to assist beneficiaries of private-sector employers who lost track of benefits when their plan ended
- 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 forms and other documents
- Published a Retiree Update, including updated information on how to change federal tax withholding in compliance with new IRS requirements
- Developed a secure system to help participants who encounter problems with Login.gov be vetted and get access to MyPBA
- 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
- Enhanced the My PAA payment process, including summary pages, status reports, and the ability to submit payments on demand directly from My PAA outside of the filing process
Online audiences
- Added and regularly updated Special Financial Assistance applications, allowing plan participants and practitioners to monitor the status of SFA applications
- Expanded SFA Frequently Asked Questions (FAQs) to better assist plan administrators with complex Special Financial Assistance applications
- Improved navigation by adding recommended links and reformatting plan listings
- Added and updated pages with Spanish translation