‘Rate my regular’ platform gives hospo industry chance to settle the score

In a move to balance the scales of the hospitality industry, the Restaurant Association of New Zealand has announced the launch of a revolutionary new Customer Rating System.

The rating system gives hospitality venues the ability to score their customers for a change.

Dubbed “Rate My Regular”, the new tool allows restaurants, cafés, and bars to give feedback on their diners across a range of criteria. These include everything from table manners and punctuality, to tipping habits and booking etiquette – especially when it comes to no-shows.

Sector enthusiastic

Feedback from the industry has been… enthusiastic. “We’ve had a spreadsheet going for years,” admits one Auckland restaurant owner. “Finally, we can make it official—and maybe even award ‘Most Improved Diner’ each quarter.”

“We all have those regulars who are legends— polite, punctual, always say thanks,” says a Napier restaurant owner. “This gives us a way to show our appreciation.”

Venues can also rate a customer’s ability to stack their plates (a fan favourite among hospitality workers), as well as their overall vibe, presence, energy, and general approach to life.

“Some diners truly make your night easier — they order fast, stack their plates, and even come and help with the washing up. We’d love to start giving them priority treatment,” says a Tauranga café manager.

Exclusively available to Restaurant Association members, the system is designed to help businesses reward their most loyal, respectful patrons – while also giving repeat offenders a gentle nudge to lift their game (or start ordering takeaway instead).

“We’ve spent years hearing about diners reviewing restaurants,” says Marisa Bidois, CEO of the Restaurant Association. “We think it’s about time it went both ways. This tool lets our members bring a little accountability to the table – along with the food.”

Secret perks on offer

According to the Association, top-rated customers will be eligible for secret perks such as off-menu items, chef shout-outs, priority seating, and first dibs on hard-to-book tables.

Low scorers? “Let’s just say they might find themselves being seated very close to the toilet,” Bidois adds.

To comply with privacy standards, the system includes a diner opt-in feature allowing customers to view their own ratings and unlock exclusive rewards. In return, their anonymised feedback becomes visible to other participating Restaurant Association venues.

“It’s a win-win,” adds Bidois. “Top diners get recognised wherever they go, and restaurants get a heads-up on who’s walking through the door—before they ask to split the bill eight ways with Apple Pay and a crumpled ten-dollar note.”

The Association is also exploring the development of a “Diner Gold Card”, automatically triggered when a customer’s rating reaches elite status. Gold Card holders may receive surprise upgrades, exclusive invites, or even a complimentary round of drinks—depending on the venue and their vibe score.

“Can we add a category for ‘loudly FaceTiming at brunch’?” asked one desperate front-of-house staffer. “Because I’ve got receipts.”

Spotting the real MVPs

“We’ve got one customer who brings us dinner when they come in. I mean what a legend! We’d love to give customers like her a little VIP moment — this tool makes it easy to spot the real MVPs,” says a Rotorua bistro owner.

The Association is also exploring the development of a “Diner Gold Card”, automatically triggered when a customer’s rating reaches elite status. Gold Card holders may receive surprise upgrades, exclusive invites, or even a complimentary round of drinks—depending on the venue.

The beta version of the Customer Rating System launches today, April 1, with a nationwide rollout planned in the coming weeks.

Only Restaurant Association members can access the tool – so if you’re a venue tired of no-shows, awkward birthday split bills, and people who think aioli is vegan mayonnaise, it’s time to join.