ISO 16355-4:2017描述了对客户声音（VOC）和利益相关者声音（VOS）的分析。其中包括将挥发性有机化合物和挥发性有机化合物转化为真正的客户需求，确定这些需求的优先级，以及从客户的角度对替代品进行竞争性基准测试。本文件还提供了使用适用工具和方法的建议。 本文件的用户包括确保客户满意所需的所有组织职能，包括业务规划、营销、销售、研发（R和D）、工程、信息技术（IT）、制造、采购、质量、生产、服务、包装和物流、支持、测试、监管和硬件、软件、服务、，以及系统组织。

ISO 16355-4:2017 describes the analysis of the voice of the customer (VOC) and the voice of the stakeholder (VOS). These include translation of VOC and VOS into true customer needs, prioritization of these needs, and competitive benchmarking of alternatives from the customer's perspective. This document also provides recommendations on the use of the applicable tools and methods. Users of this document include all organization functions necessary to ensure customer satisfaction, including business planning, marketing, sales, research and development (R and D), engineering, information technology (IT), manufacturing, procurement, quality, production, service, packaging and logistics, support, testing, regulatory, and other phases in hardware, software, service, and system organizations.