A UK-based manufacturer of high-quality metal floor boxes and cable management solutions partnered with Leading Edge to gain a deeper understanding of the market. With a reputation for bespoke, robust products, the client wanted to stay ahead in a changing and competitive environment by gathering detailed insights into customer needs, competitor positioning, and future product opportunities.
Objectives: Insight to Support Product, Service, and Market Development
The client’s goals were fourfold:
- Analyse market trends and the key drivers influencing demand.
- Evaluate company performance through direct customer feedback.
- Benchmark competitors to uncover gaps in their service and product strategies.
- Identify new product opportunities aligned with emerging customer expectations.
The research would guide decisions around product development, service delivery, and market positioning.
Methodology: In-Depth Interviews with Customers and Specifiers
Leading Edge conducted 60 in-depth telephone interviews with a combination of:
- Existing customers
- Non-customers likely to specify or use cable management systems
The conversations explored satisfaction with current products, service expectations, procurement behaviour, and perceptions of competitor brands. The research also collected suggestions for innovation and improvement.
Results: Clear Actions Across Product, Service, and Marketing
The research provided:
- A strong understanding of customer satisfaction drivers, with specific feedback on areas for improvement (e.g. lead times and service consistency).
- Detailed insights into competitor strengths and weaknesses, highlighting where the client could sharpen its positioning.
- New product development ideas based on unmet customer needs and evolving project requirements.
- Validation of the company’s reputation for bespoke, durable products — alongside practical recommendations for enhancing day-to-day experience.
Strategic Outcomes: Improved Offering and Competitive Positioning
The insights enabled the client to:
- Develop a strategy to address service challenges and improve customer experience.
- Refine product development efforts to address specific market gaps.
- Adjust sales and marketing messaging to better highlight differentiators and capitalise on competitor weaknesses.
- Shape a roadmap for future product innovation, helping the company stay relevant and competitive.
Why It Matters in the Cable Management and Floor Box Market
In a market shaped by functionality, specification, and reliability, staying close to customer sentiment and competitor movement is key. This case study shows how strategic market research can inform every part of a manufacturer’s growth strategy — from service improvement to innovation — ensuring continued leadership in a specialised market.
