What metric should be used to measure ongoing success in Cloud Kicks' new customer service design?

The most effective metric to measure the ongoing success of Cloud Kicks' new customer service design is the increased customer satisfaction ratings. This metric directly reflects customers' perceptions of the service they receive and indicates whether the changes made to the customer service design are resonating with the target audience. Higher customer satisfaction ratings suggest that customers feel their needs are being met effectively, which is ultimately the goal of enhancing customer service.

While decreasing the number of customer cases can imply that issues are being resolved more efficiently or that fewer problems are arising, it does not provide a complete picture of the customer experience. It's possible for the number of cases to drop while customers are still dissatisfied, as they may be facing issues that are not being captured in case metrics.

Increased knowledge articles can indicate that more resources are being created for customer self-service and can be beneficial for customer experience, but this metric alone does not measure the effectiveness of the service design or customer satisfaction.

A decreased bounce rate on documentation pages shows that users are engaging with the content, but it does not necessarily correlate with how satisfied they are with the support they receive.

Ultimately, increased customer satisfaction ratings are the most comprehensive metric, as they reflect the overall effectiveness of the new customer service design in meeting customer needs and expectations