It takes you 2-minutes to listen to a real customer about how should the form looks like. I bet almost all customers will prefer a simple one than above.
1. Instruction kills creativity, makes people think less. The person who built this form is probably just want to get work done than how this form can help those who use it.
2. Change is pain. The original paper-based form could look exactly like this online form. Why bother to change it?
3. Users are passive. The form is viewed by countless visitors, yet no change has been done. Design of a building is done first than its construction. When the building is done, it is often too late to change, and suggestions are limited to what is already there.
Feedback is important, keeping your customer happy is important, and the form above, is not going to make them happy nor make them feel that they are important.