Mystery Shopping Basics: What Does a Mystery Shopper Do?

A store visit, restaurant meal or online order can become a paid assignment when you’re a mystery shopper. How? You're there to notice the exact details customers see but don't report on.

If you’re new to it, these mystery shopping basics will help you understand what you’ll do, how assignments work and how you get paid.

What do you do as a mystery shopper?

Companies send mystery shoppers out to pretty much do market research for them. You get to be the secret customer: visit a store, eat at a restaurant, call a business or complete an online transaction, then report back on the whole experience.

Your assignment tells you what to do and what to watch for. You might order a meal and time how long it takes, ask an employee about a product or go through an online checkout. Some projects may also involve several locations.

Why do those details matter? A 2025 PwC survey of 5,511 U.S. consumers found that 29% had stopped using or buying from a brand because of a poor customer experience. Your firsthand observations can help companies find problems they may not otherwise see.

McKinsey research also found that U.S. companies leading in customer experience achieved more than twice the revenue growth of customer-experience laggards between 2016 and 2021. These findings help explain why companies invest in shoppers like you: firsthand reports can reveal service problems and human interactions that may otherwise go unnoticed.

It is a fundamental of mystery shopping for most assignments to ask for the following:

• Read the full mystery shopping guidelines before the visit.
• Follow the assigned scenario.
• Note details such as greetings, wait times, cleanliness or employee responses.
• Collect required receipts or photos.
• Submit an accurate report on time.

Your role is not to catch mistakes. It is to report what happened fairly and without assumptions.

Mystery Shopping Essentials: How does an assignment work?

1. Register: Create a profile and complete the contractor agreement. Intouch Insight’s How to Register page explains the process.
2. Find an assignment: Choose an opportunity that fits your location, schedule and interests. Explore the available types of gigs.
3. Check the details: Review the location, visit window, shopper fee, reimbursement limit, required purchase and deadline before accepting.
4. Complete the assignment: Follow the current instructions exactly. Requirements can change between similar shops.
5. Submit your report: Answer every required question and upload clear supporting documents while the experience is fresh.
6. Respond if contacted: An editor may need clarification before approval. Keep your notes and receipt until the assignment is finalized.
7. Receive payment: Approved assignments are paid according to the provider’s terms. Check the current Intouch Insight payment schedule. 

Mystery Shopping Basics on Shopper fees vs. Reimbursements

A shopper fee is a payment you receive for completing a job and its report. On the other hand, a reimbursement is when you are paid back for a purchase that you made under the guidelines of the shop instructions.

For example, a restaurant assignment may include a fee, a meal reimbursement or both. If you spend more than the reimbursement limit, the difference is normally your responsibility. Some assignments require no purchase, but may ask you to evaluate the store environment, or something like service response from when you enter a store.

You may need to pay for a purchase first and receive reimbursement after approval, so check the limit and payment timing before accepting.

Is mystery shopping profitable?

Mystery shopping can be profitable as a flexible side hustle, but high earnings are not guaranteed. Availability, fees and requirements vary by location and project. It is more realistic to treat it as extra income or a way to offset some everyday expenses than as a replacement for regular employment.

For instance, it's a great way to try a restaurant or a retail store that you haven't gotten the chance to, and get reimbursed for what you pay.

To decide whether an assignment is worthwhile, compare its fee and useful reimbursement with your time, travel, parking and unreimbursed spending. Choosing nearby assignments, adding a shop to an existing trip or planning an efficient route can improve your return.

What makes a good mystery shopper?

Good mystery shoppers are reliable, observant and comfortable following detailed instructions. They meet deadlines, write clearly and report without exaggeration. No specialized background is usually needed, but attention to detail matters

Registration with a legitimate mystery shopping company should be free. Use official websites and never accept an assignment that asks you to send money, buy gift cards for someone else or deposit an unexpected check.

Start with an assignment that fits comfortably into your day. Read every detail, stay objective and allow enough time for the report. These habits can help you build confidence and become a dependable mystery shopper.

Got all the mystery shopping basics you need? Start exploring assignments that fit your location and schedule.

Frequently Asked Questions