maybe they are starting to listen more. It's nice that they get more specific and ask about forums as well. Good way to indicate how important they are. Much more helpful than their own FAQs and stuff.
Canned or multiple choice answers aren't the way to find out what is REALLY needed, though...for that you need essay questions.
There were three text blocks for essay-type replies on my questionnaire. They were phrased "what could we do to improve..." I think they were keyed to things that I indicated that I was not completely satisfied with. I did not provide much detail for them but it seemed open ended, probably would have accepted a very long answer.