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As digital solutions streamline back-end operations across the hospitality sector, New Zealand diners have mixed feelings when it comes to replacing human interaction with technology. According to DineFind’s 2025 Dining Trends Report, while technology is essential for running efficient businesses, Kiwi diners continue to prioritise the personal touch that only human service can provide over the use of technology in customer-facing roles.
Hospitality Over Automation
Sentiment towards QR code menus showed that younger diners (18-35) were more open, with nearly 50 per cent expressing neutral or positive views. However, diners aged 46 and older demonstrated significantly higher levels of negativity. App-based ordering followed a similar pattern, appealing to younger age groups while leaving older diners unconvinced.
Diners also showed clear preferences when it came to takeaway ordering methods. The report found that 39 per cent of respondents prefer to use a website or app owned by the establishment, reflecting the importance of brand trust and direct interaction. Traditional methods remain popular, with 26 per cent opting to call or text their order and 19 per cent choosing to order in person. Meanwhile, third-party apps were favoured by just 14 per cent of respondents, reinforcing the demand for more direct, personalised connections with venues.
“Hospitality is, at its core, about people, and many kiwis value the warmth and connection that only personal service can provide,” says Restaurant Association CEO Marisa Bidois.
“At the same time, technology is playing an increasingly important role in supporting hospitality businesses—whether in back-of-house operations, streamlining planning, or even helping to fill skills gaps in front-of-house roles. Its use in guest-facing interactions remains optional in many cases at this stage, as both businesses and customers adapt to new ways of dining. We recognise that this is an evolving space, and as an industry, we are planning for how technology can complement hospitality.”
Frequent diners, in particular, expressed their appreciation for well-trained staff and knowledgeable service, demonstrating the value of investing in hospitality talent.
Generational preferences also play a role. Younger diners (under 35) showed slightly more openness to contactless payment systems and app-based discounts, but even this tech-savvy demographic prioritised traditional service over convenience.
Meanwhile, older diners expressed a stronger desire for personal touches, such as knowledgeable staff and welcoming atmospheres, reaffirming that analogue experiences remain central to the Kiwi dining ethos.
A Rising Demand for Low and Zero Alcohol Options
The report also highlights a growing interest in low and zero alcohol beverages, with 21 per cent of respondents citing their availability as an important factor when choosing a restaurant. This trend reflects a broader global movement towards mindful drinking, offering hospitality businesses an opportunity to appeal to health-conscious diners by expanding their alcohol-free options.
What Kiwis Want on Their Plates
Asian cuisine continues to dominate the Kiwi palate, with Japanese and Thai flavours particularly popular.
Italian cuisine, buoyed by its comforting appeal, remains a strong contender, alongside a growing interest in Mediterranean dishes and Modern New Zealand cuisine. This fusion of global flavours and local innovation reflects the adventurous spirit of New Zealand diners.
Additionally, diners’ values are influencing their choices more than ever. Frequent diners showed a higher interest in vegetarian options, while older age groups emphasised seasonal and locally sourced ingredients.
These preferences highlight the opportunity for restaurants to align menus with both sustainability trends and diverse dietary needs.
Opportunities Amid Economic Challenges
Despite economic caution, the report revealed optimism for dining out in 2025. Nearly 20 per cent of respondents plan to increase their dining frequency, and over a third are likely to take advantage of dining deals and discounts. This signals an opportunity for restaurants to attract value-conscious diners while fostering loyalty through promotions and personalised experiences.
Regional insights also provided valuable takeaways for hospitality operators. Aucklanders spend the most on dining out, averaging $162 weekly, while Canterbury and Wellington diners display strong interest in value-driven promotions. Across all regions, a decline in delivery service use suggests a post-pandemic return to in-person dining, with Kiwis favouring the complete restaurant experience over convenience-based options.
“New Zealand’s dining landscape is evolving, but the desire for meaningful, high-quality experiences remains a constant,” says Marisa. “As the hospitality sector adapts, there’s a real opportunity to capture hearts and wallets by staying connected to what diners truly value.”
