In fact, almost all (98%) of the survey respondents indicate their satisfaction with CTBL as “excellent” or “good,” and the service components rated most highly by respondents (all rated above 90% “excellent” and “good” combined) are the courtesy of library staff, the completeness and condition of books received by patrons, the ease of contacting CTBL, the quality of the playback machine provided by CTBL, and the speed with which books are delivered to patrons.