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The study took account the responses of 800 people over 18 years of age and is only a "probability", according to Valeria Lentini who directed the project.

The number one cause of dissatisfaction with the Instituto Costarricense de Electricidad (ICE) is the quality and price of service.

However, more than half (51%) of those polled are ok with ICE's prices, though say that service could be greatly improved and would not switch.

Costa Ricans really do not have to compare since ICE has been the only provider of cellular service in Costa Rica, and although is no longer a monopoly, continues to be the only provider until competitors are awarded a license and begin operations, possible as early as the end of the year, but most likely in 2011.

In addition, most cellular users in Costa Rica have the same phone number since they got connected and a change of operator would also mean a change of number, some going back years.

During the past year ICE has been working on improving services by installing more towers and new equipment and training staff in customer service. Today, a visit to an ICE agency is not as painful as in the past and the staff.

The institution has also changed it's image and is now using the social media, like Facebook and Twitter, to connect with users.

Currently there are 105.000 users of the TDMA (which is being phased out), 300.000 users of 3G (ICE still has 650.000 lines available) and 1.750.000 users connected to the GSM network.

"The innovation of products and services to clients with challenging new proposals have demonstrated the ability of development of ICE", says Elbert Durán, director de Comunicación Corporativa del ICE.

Durán assures that ICE does not neglect its obligations to customers is betting on major innovations to keep customer loyalty in the future.