A new report analyzes how PACS vendors are performing on customer satisfaction, support responsiveness, and product development across organizations of varying sizes.
A new industry report evaluates how picture archiving and communication system (PACS) vendors are performing when it comes to customer satisfaction, highlighting where platforms are meeting—or falling short of—users’ expectations. The PACS 2025 report from KLAS Research breaks down satisfaction data by image volume, offering insight into how well vendors support organizations of different sizes.
The report focuses on traditional PACS configurations that pair a front-end diagnostic viewer with a back-end archive, evaluating vendors based on feedback from organizations performing fewer than 300,000 imaging studies per year and those performing more. In both groups, customers emphasized the importance of responsive support, ongoing product development, and smooth upgrade experiences.
The PACS Vendor Customer Satisfaction Rankings
Sectra earned the highest overall score among small-volume customers and was also the top-rated vendor among large-volume organizations with statistically robust data. INFINITT received a slightly higher score in the large-volume category (92.8 vs. Sectra’s 91.0), but the result was based on a limited number of respondents, as most of INFINITT’s customers are smaller-volume sites.
Sectra customers cited strong system reliability, smooth upgrades, and easy access to responsive support teams. The vendor was also praised for proactive engagement—particularly among large-volume clients performing over 1 million studies annually—and for expanding its cloud offering, Sectra One Cloud, which several customers plan to adopt.
INFINITT customers, many of whom already use the vendor’s cloud PACS, noted responsive support and pricing transparency, though some said they would like more proactive outreach around known product issues and updates.
AGFA HealthCare, which ranked second in overall performance among small-volume customers, earned praise for its personalized support and regular communication, especially among smaller organizations. However, a few large-volume customers expressed dissatisfaction with the organization of implementations and difficulties working with hanging protocols unless customized.
Fujifilm and Merge by Merative received generally positive scores, though customer feedback varied. Fujifilm customers said vendor relationships have improved, but many continued to report frustrations with buggy upgrades. Merge was seen as a stable platform, though satisfaction varied depending on the quality of vendor contact and support engagement.
Customer satisfaction with GE HealthCare and Optum declined further in this year’s report. Respondents cited slow product development, outdated interfaces, and limited support, with many expressing plans to replace their current PACS. The report also included evaluations of other vendors, including Philips, Intelerad, and Konica Minolta, with results varying by organization size and support experience.
Meeting Customers’ Needs
“As PACS vendors work to deliver innovations, they still need to provide strong performance so organizations can deliver quality care and meet patients’ needs. In this market, two key areas impact customer success: (1) a vendor’s responsive support and proactive guidance and (2) the pace and quality of product development,” the report notes.
The report also highlights rising interest in deconstructed PACS models, in which diagnostic viewers are paired with vendor-neutral archives. Visage Imaging was the most frequently considered vendor among organizations exploring this setup.
KLAS compiled the findings through interviews with healthcare organizations over the past 12 months, rating vendors on a 100-point scale across categories such as product reliability, support responsiveness, innovation delivery, and overall value.
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