Presumably they are short staffed? If so, are they doing something about this? Surely this is a management KPI?

Passengers would be far more relaxed about checking bags/ gate checks if baggage delivery wasn't so awful. I don't have an hour to kill waiting for a checked bag. It's an absolute deal breaker for me. I expect to do a bit of waiting at a large airport but not the kinds of wait times at T5. Most of my experiences in T2 have been pretty good, so it can be done.