The Core Reasons People Choose MPI

MPI customers were asked why they stay with their unit dose packaging equipment. Three answers came up again and again: it is easy to use, support responds quickly, and the machines run for years.

A recent survey asked pharmacists, technicians, and buyers who use MPI equipment to rate their experience and explain their scores. Their answers came from hospitals, long-term care pharmacies, and repackaging operations, and the same reasons surfaced across all of them. More than half of the customers who gave a full rating scored their experience a perfect 10.

Ease of Use Comes First

Ease of use was the single most common reason customers gave for a high score. A pharmacy director at a major university medical center rated MPI a 10 out of 10 and gave one reason for it: ease of use. A lead pharmacy technician who has run the same system for 15 years put it simply: “Ease of use. Excellent customer service.” For teams packaging medication under daily time pressure, equipment that is straightforward to operate keeps the workflow on track and allows for consistency across shifts and staff turnover 

Support People Can Count On

Customer support came up almost as often as ease of use, and it is what many customers point to first. Respondents describe a support team that is helpful and quick to return calls. One clinical pharmacist noted that the people who answer know the equipment well and follow up promptly. Several customers named support as the main reason they recommend MPI to others.

The same pattern shows up in feedback sent to MPI’s Technical Success team. An Automated Systems Coordinator in Colorado wrote, “Martin & Adam are super helpful and quick to respond. Very knowledgeable about the system.” An IT Support Tech in Illinois shared, “Nick was extremely helpful and was able to fix our issue with Pak Edge in just a few minutes.”

Speed matters, but so does follow-through. An IT Analyst in Florida wrote, “Adam stuck with me throughout the entire process, even after a holiday. Major kudos. He went above and beyond my initial expectations.” A Pharmacy Manager in Wisconsin pointed to what came after the fix: “Quick response that answered my question and provided additional information on how to troubleshoot in the future.” Support like that solves the problem in front of the pharmacy team and leaves them better prepared for the next one.

Reliability Measured in Years

The most telling pattern in the survey is how long customers have stayed. Respondents reported using MPI systems for 8, 10, 15, and 20 years. A pharmacy buyer who has used MPI systems for more than a decade rated the experience a perfect 10 and pointed to packaging quality and service. Pharmacies do not keep equipment for two decades if it fails them, which makes this long tenure one of the strongest signals in the data.

Pak-EDGE Is the Common Thread

One product appeared in nearly every response: Pak-EDGE UD Barcode Labeling Software. Given that the software accompanies all MPI devices, it is the most widely used product among the customers surveyed, and it consistently drew high marks for reliability and function. Customers stated that Pak-EDGE allows them to conveniently centralize all packaging verifications and reporting in one software program, providing a streamlined and automated workflow that remains easy to manage.

What the Results Show

Taken together, the survey points to a clear picture. Customers choose MPI because the equipment is easy to use, the support team answers when they call, and the systems hold up for years. MPI has built unit dose packaging systems since 1971, and the customers who have relied on them the longest are the ones who rate them highest. To talk through the right system for your pharmacy, contact MPI.