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I always get the impression nothing is ever done with those types of questionnaires.
It wouldn't surprise me if the salesman at the KPN store intentionally left the new subscription activated, blocking us from going to another provider without jumping through hoops. My father didn't get rude in the store, but he was short and did tell the guy we would go to a different provider.
Last year we also switched to a different provider for the landline, after years of problems with the phone/internet router (the phone part would hang several times a week, preventing us from getting and making calls) and having problems getting the voicemail switched off (it kept getting switched on again) and not being able to listen to the voicemails itself.
So it wouldn't surprise us if we're marked as a difficult customer and they make less effort to help us.
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