Washington ranked in the top 10 among all states for its percentage of Drivers (40%); the state’s SMBs reported revenue reductions slightly below the national average. A majority (55%) of Washington SMBs felt technologically prepared for the pandemic and 57% of them adapted or changed their product or service offerings during the crisis. They are heavily oriented toward recovery (43%) and are thinking about how to grow their businesses (53%) and focused on long-term goals (52%). Now, they are most interested in adopting online hiring platforms, a business website, and SEO.

Washington Map

Average revenue reduction

-15%   -16% avg.

% comfort with digital tools pre-COVID-19

72%   68% avg.

% plan to use tools more post-COVID-19

53%   53% avg.

Top 3 tools used pre-COVID-19

1) Social media/video platforms (69% vs. 69%)

2) Business website (68% vs. 69%)

3) Digital payments (65% vs. 67%)

% increased use of tools during COVID-19

72%   72% avg.

Top post-COVID-19 questions

How will I...

Grow my customer base? (47% vs. 40%)

Retain my customer base? (44% vs. 42%)

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

Top 3 tools interested in adopting

1) Online hiring platforms (14% vs. 8%)

2) Business website (13% vs. 9%)

3) SEO (11% vs. 8%)

Top 3 learning formats of interest

1) Step-by-step video tutorials (52% vs. 56%)

2) Webinars or livestreams (48% vs. 47%)

3) Step-by-step written guides (38% vs. 42%)

Top barriers to digital tool adoption

45% avg.



49% avg.


Information deficit

28% avg.


Unsure of ROI


Seattle, Washington

When the crisis hit, this company’s tight-knit customer base was looking for a familiar and comfortable product in unnerving times. When demand soared, the company relied on the digital tools it used to build the business.

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