Utah SMBs reported the second-best revenue outcomes of any state (-5% vs. -16 avg.). Half of Utah’s SMBs felt technologically prepared for the pandemic. Most Utah SMBs (52%) intend to use digital tools more post-COVID-19. Reflecting their focus on retaining their customer base (45%) and optimizing business operations (42%), these SMBs are especially interested in adopting customer relationship management tools (20%), online hiring platforms (16%) and digital ads (16% vs. 9%) at twice the rate of the national average.

Utah Map

Average revenue reduction

-5%   -16% avg.

% comfort with digital tools pre-COVID-19

71%   68% avg.

% plan to use tools more post-COVID-19

52%   53% avg.

Top 3 tools used pre-COVID-19

1) SEO (75% vs. 64%)

2) Digital payments (72% vs. 67%)

3) Business/data analytics tools (70% vs. 54%)

% increased use of tools during COVID-19

76%   72% avg.

Top post-COVID-19 questions

How will I...

Retain my customer base? (45% vs. 42%)

Recover from the damages done by COVID-19? (43% vs. 44%)

Optimize my business operations? (42% vs. 39%)

Top 3 tools interested in adopting

1) CRM platforms (20% vs. 11%)

2) Online hiring platforms (16% vs. 8%)

3) Business website (14% vs. 9%)

Top 3 learning formats of interest

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

2) Step-by-step written guides (44% vs. 42%)

3) Webinars or livestreams (41% vs. 47%)

Top barriers to digital tool adoption

49% avg.


Information deficit

45% avg.



23% avg.


Lack of skills


West Jordan, Utah

For a quarantined country locked indoors and in front of computer screens, this company upped its use of online tools and social media to cater to an exploding customer base looking for a little extra comfort.

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