The following result is derived from the analysis of user satisfaction based on a questionnaire conducted at Florence City Centre. The responses were collected through the Engaging City Users service via QR Code by snap4city for the TOURISMO project (https://www.snap4city.org/1081). The following result is a summary produced by SnapAdvisor whcih is a Large Language Model tool based on the responses.
Summary of Findings (February–May 2026, 7 responses received – Florence Historic Centre)
Average Visitor Perceptions (scale 1–5)
Overall experience: 4.1
- Visitors generally reported a positive experience in Florence, appreciating the city’s cultural heritage, historical atmosphere, and artistic identity. Satisfaction levels were overall high despite some recurring urban management concerns.
Tourist flows / overcrowding: 3.0
- Overcrowding emerged as one of the most frequent concerns, especially within the historic centre. Several respondents mentioned congestion, noise, and excessive tourist concentration in central areas.
Cleanliness & public facilities: 3.1
- Evaluations were mixed. Visitors highlighted issues related to public toilets, litter management, and maintenance of urban spaces, while some respondents considered services acceptable overall.
Accessibility & tourist information: 3.4
- Respondents appreciated the availability of tourist services but pointed out the need for clearer information, multilingual support, and better coordination among tourism offices and local operators.
Authenticity & local experience: 4.2
- Many visitors expressed strong interest in experiencing Florence beyond the traditional tourist routes, including contact with local communities, artisan activities, green areas, and cultural venues outside the most crowded zones.
Willingness to return: 4.4
- Most respondents declared a strong willingness to revisit Florence in the future thanks to its unique cultural value and overall visitor experience.
Conclusion
Visitors to Florence generally reported a highly positive cultural and emotional experience, strongly linked to the city’s artistic heritage, local atmosphere, and historical identity. Florence continues to be perceived as one of the most attractive cultural destinations in Europe.
However, the survey highlights several challenges connected to tourism pressure and urban management. Overcrowding, cleanliness, lack of public toilets, noise, and the growing presence of mass-tourism-oriented commercial activities were among the most recurrent concerns. Respondents also emphasized the need for better tourist information services, stronger regulation of accommodation facilities, and improved coordination between tourism stakeholders.
At the same time, many visitors showed strong interest in more sustainable and authentic tourism experiences, including visits to lesser-known areas, interaction with local communities, promotion of local craftsmanship, and cultural activities outside the historic centre. These results suggest that visitors are receptive to tourism strategies focused on decentralization, authenticity, and improved visitor flow management.
