Since May of 2000, Colorado State University’s (CSU)
Morgan Library has provided a laptop computer lending
service. In five years the service had expanded from 20 to
172 laptops. Although the service was deemed a success,
users complained about slow laptop startups, lost data,
and lost wireless connections. In the fall of 2005, the program
was formally assessed using a customer satisfaction
survey. This paper discusses the results of the survey and
changes made to the service based on user feedback.