Ah, this is a US focused study? Strange for it to be on the BBC. Personally, as a customer (UK), it's been pretty damn good. Especially scan as you shop. They

Ah, this is a US focused study? Strange for it to be on the BBC. Personally, as a customer (UK), it's been pretty damn good. Especially scan as you shop. They're not perfect, everyone's experienced "unexpected item in the bagging area", or had a quick trip halted by having to wave down a staff member for a full cart scan. Part of the problem mentioned at the top of the article is the store's cut too many staff from checkout; having only one on hand to manage the "fleet" of 12-20 tills does not work well. You need 3-4, so you've got some leeway if a few customers need a verification (full scan, or restricted goods) or a till needs some troubleshooting at the same time. But when it works; the queue moves quicker, stuff isn't being thrown along the till haphazardly.