ACI Worldwide Survey Identifies Customers' Top Concerns Following Card Fraud

NEW YORK, Sept. 16, 2009 (GLOBE NEWSWIRE) -- ACI Worldwide, Inc. (Nasdaq:ACIW),
a leading international provider of electronic payments software and solutions,
today released the findings of a global consumer fraud survey which highlights
the areas that banks need to focus on following a card fraud incident.

The most important factor to ensure customers were happy with their bank after
they were hit by fraud is how quickly any stolen money was reimbursed. However,
just under a third of those surveyed also judged their bank's customer service
by how quickly they identified a fraudulent transaction. For a quarter of
respondents, it was most important that the financial institution identified the
fraud before they did.

The post-fraud service offered by banks is crucial to keeping customers happy
and preventing attrition. Overall, 74 percent of respondents were happy with the
treatment they received from their financial institution after becoming a victim
of card fraud. However, with 26 percent reporting that they were somewhat
unhappy or very unhappy, there is still more that banks can do to ensure
customer satisfaction following a fraud incident.

This is particularly the case in Dubai where only 16 percent of respondents to
the survey were 'very happy' with how their bank handled fraudulent attacks on
their credit or debit cards. UK customers are the most satisfied with their
bank's customer service, with 62 percent saying they were 'very happy' with the
treatment received. Banks in the U.S. and Singapore also fared reasonably well
with 55 percent and 40 percent of respondents respectively saying that they were
happy with the post-fraud service offered by their banks.

It is however important that banks understand regional differences and tailor
their customer service accordingly. In Singapore, for example, consumers felt
the speed at which their bank identified the fraud far outweighed the importance
of the speed of reimbursement at 45 percent versus 15 percent of respondents. It
also seems that Singaporean banks are good at spotting fraudulent transactions
first as only 16 percent of respondents had noticed a fraud before their bank
had notified them about it, compared to 21 percent in the UK and USA.

The best customer service is of course to prevent fraud from occurring in the
first place. This is also the case if banks want to continue the transition from
cash to cards by their customers. The survey found fraud could influence
consumers to revert back to cash, with 18 percent saying they would definitely
use cash over cards following a fraud and a further 59 percent admitting that
they would do so 'in some situations.'

David Nussenbaum, vice president and product line manager at ACI Worldwide,
comments, "When it comes to fraud, prevention is obviously better than cure.
However, our survey shows that once a fraud has occurred, customers can be kept
happy if they are provided with the right service. The findings indicate that
customers care about how quickly their bank identifies a fraudulent transaction,
and they want their bank to identify the fraud before they do. In order to meet
these expectations and retain customers, banks need to evolve their fraud
strategies and ensure they are implementing the latest anti-fraud tools and
techniques."

The ACI Worldwide research on fraud was conducted in Australia, Brazil, China,
Dubai, Germany, Singapore, the UK and the USA in July 2009, surveying a total of
2,408 respondents. To download ACI Worldwide's recently launched Guide to
'Stopping card fraud in its tracks', go to www.aciworldwide.com/stopcardfraud.

About ACI Worldwide, Inc.

ACI Worldwide is a leading provider of software and services solutions to
initiate, manage, secure and operate electronic payments for major banks,
retailers and processors around the world. The company enables payment
processing, online banking, fraud prevention and detection, and back-office
services. ACI solutions provide agility, reliability, manageability and scale,
to approximately 750 customers in 90 countries. Visit ACI Worldwide at
www.aciworldwide.com.

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CONTACT: ACI Worldwide, Inc.
Catherine Eyres
+44 (0) 1923 812741
Catherine.Eyres@aciworldwide.com