Metrics
This metric measures whether you are following your schedule and is expected to be at least 95%.
What is Adherence?
If you email WFM, Q&D, or another department, you should always do this.
What is CC Kristin on the email?
This article provides guidance on handling customers who use profanity, racial comments, or verbal abuse.
What is Abusive Customer Warning? Answer ID 1336
Academy will only make a reasonable effort to contact a manufacturer for replacement parts if the item belongs to this type of brand.
What is a Private Label Brand?
Beginning in June, customers gained the ability to do this themselves instead of requiring IT tickets to link purchases.
What is add purchases to their myAcademy Rewards account?
This metric is impacted when incidents are not resolved or referred the same day and is expected to be 95% or higher.
What is FCR (First Contact Resolution)?
During an internet or power outage, this must be provided immediately or attendance points may occur.
What is proper outage documentation?
If a customer has questions about a firearm background check denial or delay.
What is National Instant Background Check System (NICS Deny or Delay)? Answer ID 340
To qualify for the replacement part process, the item must be purchased directly from Academy and be more than this dollar amount.
What is $99?
This learning and rewards program received a new name in 2026, replacing "Train Hard, Win Big."
What is Learn to Earn?
To qualify for the Quarterly Incentive Program, you must receive at least this many customer surveys during the quarter.
What are 5 CSATs?
Team members are encouraged to do this during monthly meetings to increase engagement.
What is hosting icebreakers or discussion topics?
This article contains information when a customer doesn't want an item.
What is Return Policy? Answer ID 203
If a qualifying replacement part request is submitted, customers should be advised that the part may take this long or longer to arrive.
What is 6 weeks or longer?
Before escalating a missing $25 Annual Reward issue, team members should allow this many days after a customer reaches the $500 spending threshold.
What is 7 days?
This metric measures customer satisfaction and has an expectation of 4.15 or higher.
What is CSAT?
This should always be kept open, refreshed throughout the day, and checked before ending your shift to help improve FCR.
What is My Inbox?
This Answer ID provides additional information about the Escalation Team Service Level indicator.
What is AID 1040?
If a customer's item was purchased within Academy's 60-day return period, this is the preferred solution instead of a replacement part request.
What is returning or exchanging the item at the nearest Academy store?
Team members were encouraged to send examples of customer pain points and website issues directly to this leader.
Who is Teresa Brack?
This metric should average 11 minutes and 59 seconds or less.
What is AHT (Average Handle Time)?
Chats must be wrapped up within this many minutes after the customer disconnects to avoid WFM closing the interaction.
What are 3 minutes?
This article helps team members identify possible firearm straw sale situations.
What is Straw Sale? Answer ID 1176
If a replacement part request does not qualify because the item is out of warranty, lacks proof of purchase, or is too old, Customer Care may offer this to encourage the purchase of a replacement item.
What is a discount code?
This recognition program allows any team member to nominate a peer who demonstrates one of Academy's seven company values, such as Customer Focus and Service, Integrity Always, or Initiative with Urgency.
What is the MVP Nomination Program?