Many businesses invest significant time, money and effort into keeping customers happy. While the results of such investment can be clear when a company receives glowing reviews and returning business, customers are often not vocal about their experiences, making it difficult to determine whether their expectations are being met or exceeded or if CX is unsatisfactory.

Developing more concrete methods to effectively monitor and quantify customer satisfaction is essential to gaining a better idea of how your current business practices are landing with customers. Below, Forbes Business Council members share methods they use to accurately measure customer success and happiness and ensure they stay on the right track.

Develop An Online Reputation Management Process

Customers can be wildly uninhibited when online, which is why every business needs an online reputation management process to track real-time activity related to their brand. Whether a company is utilizing free tools like Google Alerts or hiring a third-party service for more robust coverage, it’s essential to regularly assess online exposure to measure customer sentiment and make timely business adjustments.

Read this article originally published in forbes.com.