For some, a simple conversation at the checkout can make all the difference.
New World Matamata will be helping make that happen with the launch of its new “Chat Lane”, believed to be the first initiative of its kind in New Zealand supermarkets.
Introduced by New World Matamata, owner-operator Steven Yin, the dedicated checkout lane offers customers a slower-paced, more relaxed shopping experience where conversation is encouraged and extra support is readily available.
Inspired by the popular Dutch concept “KletsKassa”, the initiative has already attracted overwhelmingly positive customer feedback since launching on the 28th of April.
“The Chat Lane was introduced for our customers because we know for some people, a supermarket visit is also an important social connection,” said Yin.
He said the idea originally came from the Netherlands, where ‘KletsKassa’ has become very popular, and he thought it was a great concept to trial in Matamata.
“We kept the Dutch wording on the signage out of respect for where the idea came from and also added te reo Māori in the Waikato dialect after consultation with local iwi.”
The lane has been designed for customers who may appreciate a little more time, support or connection during their shop.
“This is a lane where the pace is slower, and conversation is always welcome,” he said.
Whether customers want a chat or simply a more relaxed checkout experience, the choice is theirs; there is no rush and no pressure.
Checkout Manager Leoni Vanstiphout, who helped bring the service to life, said the community's response has been immediate and heartfelt.
“The feedback has been amazing. Customers have told us things like ‘It feels like our store really cares’, ‘Exactly what our town needs’, and ‘Thank you for looking after us’,” she said.
“We’ve shared lots of laughs, received plenty of hugs, and even had customers waiting at the Chat Lane from 8 am.”
The lane also provided practical support for customers who may need assistance unpacking groceries, loading trolleys, or simply taking extra time at the checkout without feeling rushed.
Vanstiphout added that it was about creating a space where people feel genuinely cared for, welcomed, and supported, however that looks for them.
The initiative reflects the store’s wider focus on community connection and customer wellbeing, with early social media response showing strong support for the idea from shoppers across New Zealand.
Customers can access the Chat Lane at Checkout 1 at New World Matamata every day between 9.30am and 11.30 am.
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