The Restaurant Association’s latest Consumer Dining Insights Report has been released.
Discover what’s driving Kiwi diners this year, from service expectations and spending habits to the rise of low and zero-alcohol drinks and growing sustainability priorities. Are diners cutting back or dining out more? How does tech fit into the experience? What keeps customers coming back?
The hospitality industry is at a pivotal moment. In 2025, New Zealand’s dining landscape continues to evolve, shaped by economic pressures, shifting consumer preferences, and the ever-present challenge of delivering exceptional hospitality in a changing world.
Over the Christmas and New Year period, I had the opportunity to experience first hand the breadth of our industry—from bustling restaurants in the city to laid-back coastal cafés. What struck me most was how the little things — attentive service, consistency, and reliability— define a great dining experience. It was a reminder that in an increasingly competitive market, those who truly understand and meet the needs of their customers will be the ones who thrive.
The 2025 Consumer Dining Insights Report reflects this reality. Compiled from in-depth survey data collected in late 2024, it captures how New Zealanders are dining, what drives their choices, and what they expect from hospitality businesses.
Among the key findings:
- Service remains king. Great food may be the foundation of hospitality, but diners consistently rank service quality, cleanliness, and attentiveness as key factors that shape their experience.
- Consistency builds loyalty. Diners want to know they can return to a venue and expect the same level of quality and service every time. Reliability is a crucial factor in decisionmaking.
- Value matters. With economic uncertainty still influencing spending, diners are looking for value—whether through pricing, portion size, or the overall experience.
- Tech adoption remains selective. While technology plays a critical role in running hospitality businesses, New Zealand diners continue to prefer traditional service when dining in. However, digital tools are gaining traction in takeaway and booking systems, showing an evolving landscape.
- A growing appetite for mindful drinking. The rise of low and zero-alcohol beverages is shaping menu choices, with 21% of diners citing the availability of these options as an important factor when choosing a venue.
What is clear from this report is that hospitality remains a business built on human connection. While technology and innovation play an important role in shaping how businesses operate, the fundamentals—great food, excellent service, and a welcoming atmosphere—are what keep customers coming back.
This report provides valuable insights for hospitality operators looking to refine their offerings, attract new customers, and retain their loyal base. By understanding what diners want and expect, businesses can continue to deliver experiences that leave a lasting impression.
– Marisa Bidois