I heard a briefing of this 2004 UPA paper by one of the authors as part of a Web metrics seminar in 2006. The conclusion is that the System Usability Score (SUS) is the leader for an off-the-shelf question set to field a customer satisfaction survey.

This paper includes the reason this conclusion was reached, along with the SUS questions and other popular Web customer satisfaction sets that are in the public domain. Very cool resource.

PRICE: Free

RESOURCES: UPA Presentation