One of the main values of modern public services aimed at meeting the needs of citizens is their focus on increasing customer satisfaction. The re-search is aimed at developing a model for assessing the quality of electronic services provided by the Social Fund of Russia, which performs functions for pension provision, compulsory pension insurance, social insurance, etc. Due to advanced technologies and a large amount of accumulated information, the Fund makes many payments completely remotely through electronic services, without the need to provide additional certificates and supporting documents. The purpose of the study is to create an effective tool that can assess the level of customer satisfaction while receiving electronic services and offer recommendations for their improvement. The study identified key factors affecting the quality of electronic services, such as citizens’ awareness of Social Fund services, reliability and accuracy of information provided by the client, functional and organizational accessibility of the system, and the speed of processing user applications. To account for the uncertainty and fuzziness in the assessment of these factors, the mathematical apparatus of fuzzy logic was used. The analysis of modeling results contributes to improving the efficiency and competitiveness of a non-profit organization, improving customer satisfaction, strengthening their trust and more accurate service quality management. In addition, the simulation results allow to identify weaknesses, determine priorities for making improvements and make informed decisions based on data analysis and customer feedback.