"Hello all,
For public libraries, it seems to me we have to distinguish between "internal" eg intrasystem delivery, which most public library systems run via a courier service, and out-of-system delivery. I'm struggling with how to ask this question and how we can get meaningful results. Any thoughts?"

I agree with Jennifer's comments. Have we decided who this survey will go to? Results could be skewed if we get more than one response per library. Should we include a question such as, Is your library a member of a system (such as a public or school library system) that has its own internal delivery courier? I expect that "acceptable" delivery turnaround times could vary considerably between academic libraries and public libraries and our survey will need to include some identifying information like the type of library the respondent is from.

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