Disproportionately Adopter businesses, Pennsylvania SMBs entered into the pandemic with medium comfort with digital tools, and were already using business websites, social media/video platforms and collaborations tools. These SMBs faced average projected revenue reduction.

Though Pennsylvania SMBs are more likely than average to say COVID–19 has not affected their approach to digital tools (39% vs. 30% avg.), they still show more than average interest in adopting advanced tools such as business/data analytics tools and customer insights tools as they shift their focus on maintaining customer relations.

Pennsylvania Map

Average revenue reduction

-15%   -16% avg.

% comfort with digital tools pre-COVID-19

68%   68% avg.

% plan to use tools more post-COVID-19

47%   53% avg.

Top 3 tools used pre-COVID-19

1) Business website (74% vs. 69%)

2) Social media/video platforms (73% vs. 69%)

3) Collaboration tools (65% vs. 60%)

% increased use of tools during COVID-19

67%   72% avg.

Top post-COVID-19 questions

How will I...

Retain my customer base? (46% vs. 42%)

Grow my customer base? (42% vs. 40%)

Recover from the damages? (38% vs. 44%)

Top 3 tools interested in adopting

1) Business/data analytics tools (14% vs. 9%)

2) Customer insights tools (13% vs. 11%)

3) CRM platforms (11% vs. 11%)

Top 3 learning formats of interest

1) Webinars or livestreams (51% vs. 47%)

2) Step-by-step video tutorials (50% vs. 56%)

3) Step-by-step written guides (37% vs. 42%)

Top barriers to digital tool adoption

49% avg.


Information deficit

45% avg.



28% avg.


Unsure of ROI

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