We tend to become accustomed to soft water over time so that the 'slippery' feeling we first notice when the softener is installed, eventually becomes routine and unnoticed. If the softener is bypassed for a few days, you would likely realize a difference.
The Hach 5b is a better test option but it too will measure grains per gallon. Since 1 gpg = 17.1 ppm hardness, if the softened water contains 15 ppm vs 7 ppm hardness, the water can feel harder by comparison even as the hardness test will indicate each sample has less than 1 gpg.
Has your softener ever run short of salt prior to regeneration so that there was not enough salt to regenerate the programmed capacity? A 1X regeneration with a higher salt dose may be required to restore additional capacity above the amount that is programmed to be regenerated.
Post the current program settings as there may be adjustments possible to improve the softener's performance or efficiency. We will also need to know the softener's total capacity and the hardness of your municipal water, the softener's BLFC flow rate usually indicated on a label located nearby to the brine hose connection, and the number of residents so as to estimate average water consumption.