Restaurant Association CEO Marissa Bidois has discussed what Kiwi diners really want from hospitality.
Over the Christmas and New Year break, I had the chance to visit many establishments across New Zealand, and it was a wonderful reminder of the vital role hospitality plays in our lives. From relaxed beachfront cafes to bustling restaurants in the city, every venue offered something unique. Yet, what struck me most was how much the little things—exceptional service, consistency, and reliability—can truly shape the overall dining experience.
In the Restaurant Association’s 2025 Dining Trends Report, Kiwi diners have spoken clearly about what they value most when eating out, and it’s a powerful call to action for our industry. Great food will always be at the heart of hospitality, but what makes a dining experience truly memorable goes far beyond the menu.
Service That Makes a Difference
Exceptional service stands out as the number one differentiator between a good dining experience and a great one. Over the summer, I had the pleasure of experiencing some venues where the staff were warm, attentive, and genuinely passionate about what they do. It made the food taste better, the setting more inviting, and the entire experience more enjoyable.
At times, I encountered experiences where the service didn’t quite match the promise of the venue, highlighting how important attentive and thoughtful hospitality is to customers. Even the best food can be overshadowed if diners don’t feel valued and looked after. As an industry, this is a reminder of the importance of investing in staff training and fostering a workplace culture that empowers teams to deliver exceptional care."
The Importance of Consistency
Another key takeaway from the report—and from my own dining experiences—is the importance of consistency. Diners want to know that every time they visit a venue, they can expect the same high-quality food, service, and overall experience. This reliability builds trust and loyalty, two things that are more important than ever in a competitive environment.
Consistency doesn’t mean sticking to the same menu or approach year after year, but it does mean ensuring the basics—great food, clean environments, and attentive service—are non-negotiable. Whether it’s a neighbourhood cafe or a fine dining restaurant, the ability to consistently deliver on promises is what keeps customers coming back.
Listening to What Diners Value
The report also highlights some key trends in what diners are looking for. Beyond great food and service, sustainability and local sourcing are growing priorities, particularly for older age groups. Meanwhile, younger diners are drawn to variety and innovation. Meeting these expectations doesn’t have to mean reinventing the wheel—it’s about finding ways to align your business values with what customers care about most.
As we move into 2025, there’s an opportunity for every business to take stock and consider how they can better meet the needs of their customers. By focusing on exceptional service, consistency, and listening to what diners value, we can not only meet but exceed expectations. The hospitality industry has always been about connection, and now, more than ever, it’s our chance to show why that matters.
The 2025 diner survey is available from the Restaurant Association website. Free to members and $x for non members.
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