Net Promoter Score has been a main stay of the world of customer experience, but in a social world is it relevant? 

What do I mean?

Social Media has changed commerce and it's changed society.  We now all use social as part of our day-to-day work activity and never a day goes by without the news mention somebody who Twitted this or that.  You might not like the changes, but it has changed. The Genie is out of the bottle.

So where do we go and complain today?  Social Media.

So shouldn't NPS be a social listening exercise?  We use Brandwatch but there are other tools.

So what do you think?