Mystery shopping is the process of recruiting and paying individuals to provide feedback on company protocols, services and products. Mystery shopping is the process of recruiting and paying individuals to provide feedback on company protocols, services and products. Pre-qualified customers go to a store location, purchase products, services or interact with employees. After the transaction is complete, mystery shoppers log the feedback into the company system by reporting on the quality of the service, products, or compliance with regulation. They also perform certain tasks such as purchasing products, asking questions, registering complaints, or behaving in a certain way.