PBGC Performance Measures | Pension Benefit Guaranty Corporation

PBGC Performance Measures

PBGC’s customer satisfaction performance measures provide 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. Recent results and targets by fiscal year are noted below.

PBGC Performance Measures		2021	2022	2023	2024	2025
ACSI for workers and retirees who call PBGC¹	Target	85	83	83	83	83
ACSI for workers and retirees who call PBGC¹	Result	76²	76²	81²	77²
ACSI for premium filers	Target	74	74	74	74	74
ACSI for premium filers	Result	77	77	77	77
ACSI for retirees	Target	90	90	90	90	90
ACSI for retirees	Result	88	86	87	87
CXA for workers and retirees using My Pension Benefit Access (MyPBA)	Target	77	77	77	77	65
	Result	64	45	54	59
CXA for pension plan practitioners using My Plan Administration Account (My PAA)	Target	80	80	78	78	78
	Result	71	72	69	75

¹ The American Customer Satisfaction Index (ACSI) and Customer Experience Analytics (CXA) are indices of customer satisfaction that use a 0-100 scale.
² This measure reflects the first three quarters of the fiscal year.

Last Updated: November 4, 2024