SABSC Student Organization Purchasing Process Survey
Executive Summary Prepared by Dr. Mary Ellen Wade
In spring 2026, student leaders from UMBC’s over 200+ student organizations were invited to take part in a survey to evaluate the Student Affairs Business Services (SABSC) student organization purchasing process. 31 students participated in the survey, representing 25 organizations.
High-Level Results
Student Awareness of Processes
Before utilizing SABSC, student organizations generally indicated awareness of the necessary forms to be submitted (average 3.74/5), the deadlines for purchases (3.58/5), funding restrictions (3.42/5), and reported confidence about the steps required (3.48/5). Averages of 3 or higher indicate that students mostly felt educated about the departmental budget processes, though this could be an area of future growth.
SABSC Appointments
Respondents were then asked about how their appointment with SABSC went. Out of a 5 point scale, students noted feeling that staff explained each step clearly (4.52/5), feeling comfortable with asking questions (4.55/5), the appointment length of time meeting expectations (4.29/5), and that they understood what would happen next (4.29/5). These are strong indicators of the professionalism, communication, and understanding that SABSC staff extend to student organizations during transactional processes.
Communication Methods
Students had mixed experiences regarding communication methods. Two areas of success are the email responses from staff (4.26/5) and the instructions provided during appointments (4.52/5). Two areas for potential improvement are providing better information available on websites or portals (3.06/5) and communication about next steps after appointments (3.94/5).
Effectiveness of Training
When it comes to the types of SABSC training student organizations received, 10% (n=3) of organizations did not attend/receive training. Of those that received training, 57% found it to be effective or very effective and 29% felt neutral regarding the effectiveness of the training. Given this, SABSC could consider altering its existing training offerings, however, this is not a critical issue of focus. For future trainings, overall there is no preference for either in-person or online options.
Digital Workflow
On the whole, 67% of students 1 found it easy to complete purchases using SABSC’s digital workflow (e.g., Amazon, Walmart, Bookstore, etc.). The top three factors that positively influenced student experiences with digital ordering include the clear instructions provided (69%), process was faster than expected (42%), and smooth integration with SABSC procedures (38%). However, it should be noted that 54% of students noted feeling uncertainty about their order status/confirmation.
50% of students found the complexity of SABSC’s purchasing process for your organization to be easy or very easy. This should be monitored closely as 23% felt neutral and 26% found the process to be complex. Despite this, 80% of students (or an average of 4.07/5) were satisfied with the purchasing process. The top three things that influenced student satisfaction were staff responsiveness and helpfulness (60%), clear communication throughout the process (13%), flexibility with deadlines, and consistency of information received (both 7%).
Areas for Improvement and Areas of Success
Students were asked to select up to three areas that would most improve their SABSC experience.
The top three areas were clearer instructions and deadlines (15), more appointment availability (14), and easier forms/less paperwork (13). Two close areas included clearer funding rules and simpler digital ordering workflow (both 12).
Students were asked to select up to three areas that went well in their SABSC experience.2 The top three areas were staff were friendly and helpful (18), a smooth appointment process (4), and timely communication (3).
Additional Feedback Themes
Exceptional and Supportive Staff
Students overwhelmingly praise the SABSC staff for their patience, responsiveness, and helpfulness. Staff members are described as “incredibly nice,” “patient,” and “accommodating.” In-person guidance is highly valued. Of note, Sanil received multiple specific, glowing callouts for being exceptionally supportive, particularly during complex travel purchasing and for student groups like Living Water and the Caribbean Student Union!
Form Fatigue
A major pain point is the volume, complexity, and overlap of the paperwork required to complete transactions. Students requested merging separate, smaller forms into a single, comprehensive form to reduce administrative burden. Finding and accessing the correct forms online is currently difficult. Students suggested emphasizing bookmarking/saving the SABSC Box link (e.g., via QR codes in training) to make finding forms easier.
Timeline, Rules, and Systemic Disconnects
Students struggle with confusing, shifting, or poorly communicated rules, particularly when SABSC policies collide with other university systems. A critical pain point is the disconnect between room bookings in 25Live and purchasing rules. Students book rooms months in advance only to find out late in the process that certain items cannot be purchased for specific rooms or event types, causing stressful, last-minute changes. Students noted that expectations and rules shifted suddenly following budget cuts without adequate notice. A final area of potential room for improvement is reducing jargon and overall clarity of information. The distinction between “days” and “business days” is confusing to students. There is a desire for rules regarding spending limits, funding transfers (e.g., carryover vs. foundation funds), and event-dependent policies to be more widely and transparently advertised.
Appointment Bottlenecks and Physical Logistics
While students appreciate the staff, the appointment system creates friction. Students find it difficult to secure appointment slots and request that more slots be made available. Additionally, the requirement to book formal appointments for simple tasks, such as picking up a package, feels unnecessary and adds friction.
Desire for Interactive, Practical Training
Rather than just reading guidelines online, students learn best by doing and want more hands-on training tools. One student suggested creating a “no-stakes practice RESGAF” for a fictional event loaded with common mistakes (e.g., missing deadlines or attempting restricted purchases like Walmart delivery) as a virtual training module for treasurers. Outgoing leaders noted a need to better prep incoming boards on card spending limits and completing steps earlier to avoid friction.
Foototes
1 Of students that made online purchases
2 Note, there may have been a technical issue with student ability to select multiple options for this question as noted in one of the open-ended comments.