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, 41 responses received – Florence Historic Centre)
Average Visitor Perceptions (scale 1–5)
Overall experience: 3.1
- Visitor satisfaction remains moderately positive overall, but the addition of the new multilingual responses reveals a far more polarized perception compared to the initial dataset. While many respondents described Florence as culturally exceptional and emotionally memorable, a significant number also expressed dissatisfaction with overcrowding, urban management, and tourism pressure.
Tourist flows / overcrowding: 2.8
- Overcrowding continues to emerge as one of the most recurrent concerns. Several respondents referred to congestion in the historic centre, excessive tourist concentration, noise, long queues, and the perception that parts of the city are increasingly oriented toward mass tourism rather than local life.
Cleanliness & public facilities: 2.9
- Evaluations of cleanliness and urban services became more critical after the inclusion of the new responses. Visitors frequently mentioned insufficient public toilets, litter management issues, overcrowded public spaces, and inconsistent maintenance standards.
Accessibility & tourist information: 3.2
- Respondents generally appreciated the availability of tourism-related services, but many highlighted the need for clearer multilingual information, better orientation systems, improved transport guidance, and stronger coordination among tourism operators.
Authenticity & local experience: 4.0
- Interest in authentic and sustainable tourism experiences remains consistently strong. Visitors expressed appreciation for Florence’s artistic identity, local atmosphere, artisan traditions, and opportunities to experience neighborhoods, green areas, and cultural venues outside the most crowded tourist routes.
Willingness to return: 3.5
- The willingness to revisit Florence remains positive overall, although significantly more mixed than in the initial sample. While many respondents declared they would definitely return because of Florence’s unique cultural heritage, others expressed hesitation due to overcrowding, costs, and the overall pressure generated by tourism intensity.
Conclusion
The survey findings provide an overall picture of visitor perceptions of Florence as an internationally recognized cultural destination characterized by exceptional artistic heritage, historical atmosphere, and architectural identity. Across the 41 responses collected, visitors generally described Florence as a unique and emotionally engaging city capable of offering a strong cultural and aesthetic experience.
The results also highlight the coexistence of positive perceptions and significant urban challenges linked to tourism intensity. While many respondents expressed satisfaction with the city’s cultural value, beauty, and local atmosphere, several participants identified overcrowding, congestion, noise, and pressure within the historic centre as important issues affecting the overall visitor experience.
Public services and urban management emerged as additional areas requiring attention. Visitors frequently referred to the need for improved cleanliness, better maintenance of public spaces and facilities, clearer tourist information, and stronger multilingual support. Some responses also emphasized concerns about the increasing presence of commercial activities oriented primarily toward mass tourism.
At the same time, the survey demonstrates a strong interest in more authentic and sustainable forms of tourism. Many participants showed appreciation for local craftsmanship, interaction with local communities, cultural activities beyond the most crowded attractions, and opportunities to discover less tourist-oriented areas of the city.
Overall, the findings suggest that future tourism strategies in Florence could benefit from policies aimed at improving visitor flow management, enhancing urban liveability, supporting local identity and artisan traditions, and promoting a more balanced distribution of tourism across the city. The results indicate that visitors increasingly value not only Florence’s cultural heritage, but also the quality, authenticity, and sustainability of the overall urban experience.
